Customer Reviews for U-Haul Moving & Storage at Centerpointe Mall

Rating:

3.0

The truck ran horribly. It felt like it wouldn’t shift out of first gear. It was difficult to get the speed up. I was not told about the return process. I was told to return the truck and put the key in the box, after hours, that was all, had I not looked at the sign, I wouldn’t have know that I had to check out online. I almost didn’t have my own phone with me. It was not user friendly. I had difficult pinning my location.

Rating:

3.0

We returned our trailer after hours. The technician knew this but did not address that there would not be a lift (trailer caddy) to assist us while removing the trailer from our hitch. This was very frustrating. We got our Jack out to lift up our car. This information should be communicated too by the technician

Rating:

4.0

The person on the lot was very helpful with trailer hook up

Rating:

3.0

You need more employees. The was only one person working. She was handling both checkouts and returns. She was polite and efficient, but if there had been any situation out of the ordinary, it would have resulted in delays for every customer

Rating:

1.0

Not have rude people that are trashy working there that try to talk down on people and tell them they don't know what their talking about and that they deal with towing and trailers for a living so their smarter then you are & when you prove them wrong and show them that they have no clue what their talking about they don't even say sorry you were right or anything they just won't even talk to you at all. This was by far the worst experience I've ever had renting a truck or trailer and I rent them alot I then on top of that they didn't even know how to hook up a trailer and told me that they didn't and then told me I can't double check it or take it off my car at all until drop off I ended up having to double check everything they did because the lady told me she had no clue what she was doing and that's after waiting 30 minutes for her to keep taking care of other people who came in after I was there I missed my sons concert because of it even that I promised him I'd come to cause she kept saying let me take care of one more person over and over again I would have left and not even rented the trailer had they not already charged my card the money for it i didn't even end up using the trailer I basically just towed their trailer from on location to the next for them and dropped it off way early just to get rid of it and be done with it cause I nolonger needed it at that point complete waste of time and money

Rating:

3.0

The young lady that helped was pleasant enough but she really wasn’t sure about the trailer transport that I was renting. Possibly more employee training on all equipment

Rating:

5.0

This will forever be my go to location! Every member of staff here goes above and beyond to ensure that every move is easy to manage. The Manager KaZya has turned this place around from several years ago. Brandon and the guy who hooked me up were also amazing.

Rating:

5.0

Very easy and convenient. App is also user friendly.

Rating:

4.0

One employee was very difficult she didn't try to understand and I don't know if she had was able to make the change I'm my debit card can't be reloaded with the deposit it can't be reloaded unless you're a government agent she didn't want to hear that I say about it she hung up on me so it might take me 6 months to get my money back

Rating:

4.0

Understaffed yet pleasant. Trailer very old and leaked

Rating:

5.0

Service was excellent upon pick up, and also on return. Have always had great experience at this location.

Rating:

3.0

I was never called to be informed that my vehicle was completed after leaving it there all day. I had to physically go there before they closed to find out. Customer service representative had airpods in when I arrived, and hardly said a word to me as if I was a burden.

Rating:

3.0

I parked the truck and gave the key to the person inside. They said that a receipt would be emailed to me, but I have not received anything.

Rating:

5.0

BEST TRUCK RENTAL PLACE EVER

Rating:

5.0

Keshia was very friendly & helpful

Rating:

2.0

I arrived during business hours and was prompted by signage to stop at a spot and wait for an employee to help me with a return. It was my first return during business hours, something I soon began to regret due to my 20 minute wait as I watched a few people pull ahead of me to work with the only employee standing out on the lot. I started to complete the return on my phone because even the phone lines in the store were busy. Before taking the pictures of the truck I asked the employee if I have to wait to have the truck parked somewhere first. He angrily approached me, barked "where are the keys?" and said that I'm done and brushed us off as if we'd just offended him in some way. He wouldn't even let me take the photos either. I don't know what set him off, but I hope the company enforces employees to behave with some decorum in the future.

Rating:

4.0

Good location and friendly staff. Trailer needs the graphics redone as they are peeling pretty bad.

Rating:

1.0

I talked to someone that made it right. I had to give this score because the person we dealt with that morning was rude and not helpful. And he just acted like we bothered him. And then when we returned the Motorcycle trailer back the guy that checked it in was also rude and kept saying he had our deposit in his hands and he is releasing it and he never did. He was in the back talking and had us wait for a awhile why he was in back talking to someone and the overall experience was horrible.

Rating:

3.0

Your employees were very helpful! 5-Stars. Keshia C. helped me select the best vehicle for my needs and was so helpful at check in. Took the time to explain the paperwork to me and she was so patient! I was met by Larry at drop off. He was genuinely friendly and made drop off effortless. Overall a great rental experience!

Rating:

1.0

I am still trying to fix being wrongly charged for their damaged truck when no one did a walk around and I had to call them back about beer cans in the cab and the locks. Was told someone would reach out, still nothing, but i would like my $400 back!

Rating:

4.0

Service reps were not very friendly. The van I was assigned was wedged in between 2 poles and water was pooled. I asked if they could get it out and I got an eye roll after the 2 reps looked at each like it was an over the top request.

Rating:

3.0

shouldnt have to use cellphones to rent also price in october was $30 now $47 next time going to another business

Rating:

2.0

This location had 3 trucks waiting to be dropped off with no one in the trucks waiting. We had to wait quite a while to figure out who was supposed to help us. Also, with the issues mentioned above, this location wouldn’t help us and told us we had to follow up with the location that we rented the truck from. The parking was chaotic.

Rating:

4.0

It was busy but the one staff that seemed to be working the front desk, stayed very calm, collected, friendly and continued to go back and forth in a well manor to help us! I was very impressed!

Rating:

5.0

Keep working well you take care every thing

Rating:

5.0

Flawless experience...

Rating:

4.0

Thank you.

Rating:

5.0

This truck should be retired. Very difficult to open and close the rear door. Transmission 's first gear was dodgy.

Rating:

5.0

Michaela, Brandon, Keshia, and Terry exceed my expectations. They all deserve a pay raise for their excellent service. The trailer pickup/hookup was fast, easy and was stress free. Returning the trailer took less than two minutes. I highly recommend this Uhaul location any family who needs to move some stuff.

Rating:

5.0

Can you get different kind of vehicle for rental.

Rating:

5.0

Quick and efficient drop off

Rating:

3.0

Reserved the rental online and when I went to pick it up it was blocked in by other trucks. Then the key was missing. It was not an expedient online rental process.

Rating:

5.0

You did great!

Rating:

5.0

Staff was very polite and helpful. Thank you.

Rating:

2.0

Have accurate fuel levels on trucks. Got charged an additional $20 for an incorrect fuel level on a second truck because first truck had a damaged bumper on check out inspection. Staff didn't want to correct the levels on contract. I won't use Uhaul again.

Rating:

2.0

It's virtually impossible to get a hold of anyone at this store and uhaul on the whole. In the past I have been put on hold and ended up hanging up because I wasn't able to speak to anyone. Even calling you 800 number is worthless. You also need to tell people to turn off the trailer option off or else it'll drive like a trailer is attached. It happened to me en route to my destination. I couldn't figure out why the truck was acting the way it was. I thought it was something wrong with the vehicle. Was put on hold for over 30 minutes. I thought someone would come switch out the truck. I ended up hanging up. No one even suggested that may be the problem.

Rating:

5.0

Nothing everything was great

Rating:

2.0

always start with a full tank of gas and then someone can refill it accordingly.

Rating:

4.0

App to check in/out truck did not work well

Rating:

5.0

None that I can see, everything was good.

Rating:

3.0

The woman who checked us in was rude & unhappy.

Rating:

5.0

Thank you for your service to the community

Rating:

4.0

Snow was not cleared off the trailer. We did it ourselves. Yard man was not notified in advanced to do this. Therefore trailer was sloppy and wet. Also I asked to used a phone charger for a few minutes and was told there was NO charger available. Asked the other agent a few minutes later and he gladly let me use a phone charger. Did Not appreciate being lied to. Otherwise service was acceptable.

Rating:

5.0

No issues everyone was great.

Rating:

5.0

The drop box is in an off location. It was near the front door, not near where you drop the uhaul off at.

Rating:

5.0

Nothing. Michaela and Kazya were very helpful!

Rating:

3.0

The online system “was down” when we arrived at the location to pick up our truck, and we had to wait ~15 minutes before we could finalize things. The truck itself smelled like smoke, and the highlights were fairly dim. The driver seat was not easily adjustable. The back step at the end of the tailgate was incredibly slippery, even after ice was removed - there was no traction.

Rating:

5.0

More staff. Line of 7 people ahead of us when we picked up the truck.

Rating:

5.0

Efficient and knowledgable staff

Rating:

5.0

The staff was very helpful. Pick up and drop off were a breeze.

Rating:

1.0

Tank was not topped. Also the return miles were incorrectly entered resulting in an overcharge.

Rating:

5.0

Very easy to get this rental, and we were credited for an early return. Very pleasant customer service experience. And I also thought the price was very reasonable.

Rating:

3.0

Representative was hard to understand. First truck given to us - battery was dead

Rating:

5.0

None

Rating:

5.0

Heated pickup/return area lol

Rating:

3.0

The staff was great but little direction on how to access the garage and storage. The staff was unsure of the height of the unit and better knowledge of the units would be good. Telling people there’s no elevators for the upstairs unit would be critical. You need to invest in to this older facility. No elevator, narrow hallways, no lighting inside the storage unit. Otherwise, unit was dry and clean

Rating:

5.0

Lasondra jackson and Kazya were the 2 I worked with the most they were always a big help and always had pleasant attitudes I really appreciate them

Rating:

2.0

Love uhaul but issues with asset matching and literally terrible storage space, it’s a room with a dirt floor ulg so scary looks like how bed bugs are spread

Rating:

1.0

The second key that came with the circle master security lock that "I HAD" to use and purchased (at the 7425 e Washington st location in Indianapolis) DID NOT WORK. It was too big, and that was the only one I had on me at the time. The employees at that location suggested I call a locksmith because it would be "faster" than the service thru could provide for me meaning NOONE could have assisted me until the next day. I had already reserved the UHAUL so I couldn't be refunded AND I was on a time constraint anyway because I had to be in Michigan the next day. So I spent $170 on a locksmith which should not have been the case. And then once the locksmith got there, he needed an outlet to plug in the tools he needed to use to get the job done. EVERY SINGLE outlet in that building was not working, so we had to use MULTIPLE very long extension cords just to be able to reach the main entrance to the locksmiths car, because he had a power connector on deck in his car. I was thankful that one of the employees could provide some extra extension cords to do so. So once I finally get into my unit, I loaded up my truck but then of course I didn't have a lock to secure it so I had to buy another one from your establishment immediately. I finally get on the road to head to my drop off location where they told me I had a free storage unit for a month and when I got to that location (the one on 2345 Alpine Ave NW Grand Rapids, MI 49544 United States) they didn't have a storage unit. This location then referred me to the next closest UHAUL which was on 500 Cesar E Chavez Ave Grand Rapids, MI 49503 United States This place did not have any storage available. So then I went to 3815 28th St SE Grand Rapids, MI 49512 United States Who thankfully had a storage unit available (the free one that came with my reservation). When I went to go lock it with the same high security disc lock that I then again HAD to have (not my own), did not align with the hinges on my unit. I brought it to the managers attention and he hammered the hinges together so then they were aligned, however the disc lock that I "had" to use still wouldn't fit. So I used my own little master lock that I normally use for work, which is not secure enough in my opinion. Not to mention, my 6ft $5,000 couch did not fit in there and that was the first thing I tried to put in there. Well I wasn't going to just leave the couch so I had to take it out of my way to make sure it was safe. I think the least the man could have done was put one of the master disc locks on my locker vs my little one which is a huge risk factor for my stuff getting stolen. In conclusion, the convenience of this whole situation was totally not ideal and I think I need to be credited at least for the locksmith, the risk of having to use my own lock (that I use at work but didn't have) which is 100% not fully secure on my current storage unit, & the extra fuel it took me to go back and fourth (which probably put me over my miles). I have used UHAUL before and never had anything like this happen to me.

Rating:

2.0

Units were entirely too small. Couldn’t even fit a couch through the tiny door. Ceiling was maybe 6ft tall. Had to cancel my reservation and find a better unit elsewhere

Rating:

4.0

I asked for a lower unit because I had furniture and I was given a 3rd level storage unit I could barely turn my couch into as everyone walked past me as I pulled my couch up 3 flights of stairs one guy decide I'd had enough and helped it was truly frustrating and hard but I was stuck with it and kept on

Rating:

5.0

Best storage I ever used.

Rating:

4.0

This storage unit was fabulous and exactly what we needed for the time we needed! My only “complaints” would be the lack of lighting inside the unit itself and the increase in monthly rate. I’d highly recommend this location as the staff are friendly and very helpful!

Rating:

4.0

Only negative was if you needed help in the store/ staff there was usually a wait as lots going on with rental uhaul and not enough staff . Staff did best they could though

Rating:

3.0

It was very frustrating to find out the storage size you suppose to get for 1 month free is smaller then the truck your rental truck. I feel like I was scam into buying another storage:(

Rating:

4.0

Only negative is short staffed but they do a great job.

Rating:

5.0

they have great staff, helpful and friendly

Rating:

3.0

For the truck itself the entire process was poor. I couldn’t get the truck after hours so they directed me half an hour away to Allendale. I was promised a $50 refund which I haven’t gotten and a mileage waiver which I didn’t get as well. Would not recommend for anyone.

Rating:

2.0

I used this same location for a truck rental and when I went to pick up my truck, it was blocked between 2 other trucks rather than being accessible. My reservation had been in place for several weeks. The location staff is less than helpful and seems to be inconvenienced by needing to assist customers. Many times, I have come into this location and had to wait for 10 minutes or more for an employee to come to the desk and assist. While I do understand that short-staffing is an ongoing issue recently, I have experienced this same type of treatment from this location on other occasions (prior to COVID) as well.

Rating:

1.0

Two floors no elevator. Not convenient at all. Even G Easy has an elevator in his house.

Rating:

5.0

Great job 👍

Rating:

2.0

It was clean as an old dirty facility could be. Outside staff great, inside front desk struggle.

Rating:

1.0

For starters, I moved on 10/26. There's no reason for charges to come out 1 week later (because someone didn't know how to do their job). Secondly, the lady with the shave head needs more training since she messed up my account and absolutely doesn't know what she was doing the 3 times I interacted with her. How do you change someone's name on their own account to someone else's name? Why did she tell me my storage was canceled, and I find out the next day that it never was, couldn't call to cancel it myself because she changed the name on the account without me asking or telling her to (so "legally" it wasn't my account), had to wait over 1 week for the manager to approve my online move out request that should've already been canceled like the lady said it was. I don't care to say much more outside of my entire experience being below poor. I would never use the uhaul on Eastbrook, and training should be a main priority for the new staff there and any prospective new staff! The staff was friendly but not helpful. My experience would've went with ease if they were helpful. Train the new hire(s)!

Rating:

3.0

My unit was completely dark. Lots of sets of stairs is a pain.

Rating:

2.0

My contents were damaged by some animal.

Rating:

4.0

Kayla Hawley was super helpful. My only issue was that we were given, at first, a unit on the second floor but was not told on the website that this facility doesn't have an elevator. The facility we rented the u-haul from in Hastings Michigan did not have the equipment we requested and neglected to explain that here was an $100 refundable deposit.

Rating:

1.0

To begin we were guaranteed a 20ft truck (the only size that would work for moving to a new state) at a specific location nearby. The day before pick-up we were contacted and told that truck size doesn't exist at the guaranteed location and we could drive to a further location for a 15 ft truck (way too small!) They should've delivered the truck to our location instead of making us drive 3 hours round trip, taking 3 hours out of a workday and losing us that part of a days paycheck and wasting our time and stress. Once we got the truck unloaded and headed to the storage unit we'd pre-registered and that was included free with our one way truck rental, the trouble and headaches kept coming. We were originally given a 10x5 at another facility, but when we got to the unit, it's actual measurements were 5x5, even the worker said that happens, that U-Haul's dimension of storage spaces don't always match the dimensions they advertise them as, he measured it for us for confirmation. We had to call customer service (plus 15 minutes of in hold time) to locate another facility with the size we needed because the store was unable to look it up or call them. We had no way of double-checking with the new facility whether they actually had the unit available in that size, and the worker at the one we were at wasn't able to for us (ridiculous they can't call another store locally to check!). We had to blindly drive to the new facility. Upon arrival, check-in was smoothish. The young man wasn't thorough and missed some things we had to correct for him. Then he sent us to our unit and forgot to come unlock our unit for us so we had to go remind them we were there 30 minutes later to which the guy said he'd forgotten we were there. He didn't warn us of the sticky trap on the floor of the unit or point it out at all so I accidentally stepped on it moving something into the unit and ruined the bottoms of good running shoes. All of this made us late for our rented truck drop off time, and lower on fuel for drop off than we were supposed to be, we wouldn't have been if this hadn't all been wrong. Not only was this a drain on finite fossil fuel resources, it was a waste if our time, adding an additional hour of driving around for U-Haul's mistake. This all also made us so late that we missed a ticketed event and were unable to get a refund. Very dissatisfied with the company and the customer service as a whole for wasting at least 5 hours of our time, energy, and emotions.

Rating:

4.0

The staff was helpful and friendly. I wish you had a cargo elevator. That would make it an excellent experience. I was in 401…which meant tins of stairs.

Rating:

5.0

The Mao design was a little confusing but otherwise the experience has been nothing short of easy and quick

Rating:

1.0

The upper level units with no access to any sort of elevator is something that should be communicated a little more clearly. Moving in and out of 307 was one of the most awful experiences of my life. I am disappointed I had to subject my family and friends who helped me move to such a terrible experience.

Rating:

5.0

The entire staff is amazing! In particular Jeff is a complete master in there.

Rating:

2.0

I will first say that Jeff Walker was excellent in displaying customer service and professionalism. Next the facility is not well maintained and especially the units with the door and hinge coming off the wall, exposure of the unit to the other units, the hallway, and exterior, along with the rodent issue which is evidenced by the rodent poison.

Rating:

5.0

Wanda in Dispatch was awesome getting in contact with an alternate rental location and securing a trailer. She then followed up with a phone call to update date us with her discussions Jacob at the Antioch rental was very helpful in a very stressful time. He went above and beyond to help us find a trailer at the last minute

Rating:

3.0

Overall good experience. The negative is that the climate controlled units are difficult to access and move things without hassling the staff. Also the units are small and had no lighting inside.

Rating:

5.0

Great service! Thank you so much!!

Rating:

4.0

I really appreciate the follow up calls from Lathunder(?) letting me know the status of my unit when my payments fell behind.

Rating:

5.0

thank you.

Rating:

3.0

I was told my first months rent was free but I still was charged and then I wasn't given my cash back from renting the truck. Things did not go as smoothly as they should have been.

Rating:

5.0

The staff is friendly,knowledgeable and efficient. The storage unit was very clean and well maintained.

Rating:

5.0

Excellent service, facilities and wonderful staff.

Rating:

5.0

Great crew at the Centerpointe Mall location!

Rating:

5.0

Great customer service!

Rating:

3.0

Took a hot minute to process the reservation, having the system crash twice on us during check-in. The storage room was also on the third floor, in a nice hot warehouse. Not easy to access.

Rating:

5.0

Great service - speedy, friendly and efficient!

Rating:

1.0

I will never spend another penny with Uhaul

Rating:

4.0

Friendly, professional

Rating:

1.0

Storage room smaller than advertised , price more than posted.

Rating:

5.0

Thanks for your wonderful service

Rating:

5.0

Could your good work🔆

Rating:

5.0

Good place to store your stuff.

Rating:

1.0

Have tried to get assistance on an ongoing fee for a rental unit I did not rent No follow up No call from manager Still not resolved

Rating:

3.0

Communication was less than adequate. Cover put on wrong limiting access to UBox door. Boxes placed in area limiting garage access. Everything inside was safe though.

Rating:

3.0

There is no efficiency with staff there is always long lines in there

Rating:

5.0

none

Rating:

1.0

You're policy of not prorating on final monthly payments and then rerenting the same space is stealing/double dipping.

Rating:

2.0

My only complaint is on the day I moved out of the lockers I was in line in the office/store area behind two other customers for 25 minutes. 20 minutes of which there was no staff at all there.

Rating:

2.0

The storage unit did not have a light in it