Customer Reviews for U-Haul Moving & Storage at Melrose

Rating:

3.0

I feel that the return facility was understaffed. I had to search for the one very busy person working there. He was good and helpful when he got to me. In the recent past I was unable to get a propane cylinder filled at this location because the one employee had not been trained in the procedure.

Rating:

5.0

perhaps, provide your very efficient and courteous manager some extra help. She did an excellent job!

Rating:

1.0

No body showed up to work at my location even though they had business hours. App is frustrating. FYI, I finally figured out it wouldn’t let me online pick up my truck without canceling the furniture pad order I had. No employees I spoke with on the phone put this together. Spent an hour on the phone outside trying to get this to work.

Rating:

5.0

Keep the same way you are write now

Rating:

5.0

Everything was ok!!!!

Rating:

1.0

We originally reserved our truck and trailer for one location and was called and told that one was no longer available, and we could go and pick it up in Thaxton VA about a 25-30 minute ride, we get there and we are told that No one can assist us with the hookup etc . We call customer service and the lady was so helpful and got us a truck and trailer with no additional charge for the upgrade. We are told that that truck and trailer can be picked-up at the Melrose location so we head back to Roanoke, mind you, we are upset because Melrose is 3 minutes from our house and We had driven all the way to Thaxton with NO Assistance. We get to the Melrose location and the young man is very friendly and helpful but he can't help us attach/ load the vehicle on the trailer because he's unsure of the process so he calls the Hershberger location to see if they can assist us and they say Yesss. We head to the Hershberger location and Jeremiah comes out friendly, knowledgeable and hooks up everything in no time and answers all our questions. Jeremiah gets a STAR from us and the gentleman at Melrose and of course the customer service lady, sorry we didn't get their names, but these little pick-up places need to be upgraded and offer more assistance. I understand that it's a rural area but that area deserves the same service as regular locations. Communication is the KEY

Rating:

5.0

Everything is good thanks

Rating:

2.0

Was approached by a vagrant/homeless person while attempting to return my U-Haul after hours, and had to leave before checking it in. At the time, I had been on hold with U-Haul's 800 number for over ten minutes, trying to determine which of my (3) 26" trucks I was returning. There is no way, in the app, to identify which specific truck you're checking in if you have multiple rented! The only identifying indicator in the app is the reservation number... it needs to also specify a license plate number and/or truck number!!

Rating:

5.0

Great customer service. Have used this location twice great service both times.

Rating:

3.0

Truck ran great. Only complaint was someone had spilled something sticky all over the center console. 2 minutes with a Lysol wipe and it was taken care of.

Rating:

5.0

Clean, professional and knowledgeable. I have used them before and will recommend to friends and family.

Rating:

5.0

employees were amazing

Rating:

4.0

My representative was very professional and very commandeering

Rating:

5.0

Excellent communication and customer service.

Rating:

5.0

Man was outstanding that took care of me

Rating:

1.0

I dropped the truck, keys and equipment off at the counter with the rented dolly and furniture pads and was told nothing else was needed. No one looked at the truck or equipment with me, but everything was in exactly the same condition as when I picked it up. When I received my receipt by email there was an additional $80 charge for missing/damaged equipment with no explanation of what the charge was for. I will be need to call for an explanation, but I am surprised and disappointed that this happened. I’m hoping it was simply a mistake which will be corrected amicably.

Rating:

5.0

Good service. Very timely, polite and courteous.

Rating:

5.0

Such fast and easy drop off! Was able to get back to unpacking quickly and not worry about a thing! Amazing!

Rating:

3.0

Where to start? When you tell the representatives that are working there that you have a reservation for the van, the 1st thing shouldn't be that well you can't reserve that without insurance or a major credit card. It doesnt help when it is repeated to you like I didnt hear it the 1st time. Advised them that I reserved online last night after speaking with someone in corporate who told me that I could and app/link sent to phone allowed me. Also doesnt help for them to repeat that well they shouldve taken that off there, its not supposed to be on there anymore. Well guess what it was and I did. After a few minutes and my first time using a self checkout system through phone. I ended up having to ask for navigation help on website to procure the vehicle. After seeing that I wasnt lying that I did have the van reserved for me, you would think that some sort of customer service would have kicked in by then. In which, I thought I would have got from the start when I was there on time and said I had a reservation for the van. I guess my question why would you automatically assume that I didnt reserve it with a major credit card and had insurance? Never again from that location.

Rating:

5.0

I went to the U-Haul location to explain I wasn’t sure if I could pick up my large trailer for my 800 mile trip because I had just received an engine light. Mike suggested I drive directly across the road to the Advanced Auto store and they would do an engine diagnostic test. Thankfully the problem was only an O2 sensor and I was able to pick up my U-Haul trailer shortly after. The two U-Haul associates were very helpful making sure my hitch ball fit securely as I wasn’t able to slide it into the 2” sleeve by myself. I have used this location before and recommend highly the service here. Thank you Mike and the other tech, regret I forget his name, but I won’t ever forget you both. Thank you.

Rating:

5.0

Very good to deal with. I used them a lot.

Rating:

5.0

The gentleman that helped me was very helpful. It was refreshing to witness extreme and professional customer service. I would absolutely recommend this specific location to all I know.

Rating:

3.0

The van was dirty (something sticky spilled near cup holders and on ceiling), and the van sounded like it needed serviced (smelt like burning oil and very loud).

Rating:

5.0

Our truck that we were assigned was parked in the middle of other trucks and was difficult to get out. There apparently was some error in the system for assigning which truck we were to use. I did appreciate that we got a free upgrade to a 20ft truck though (unrelated to the parking issue).

Rating:

5.0

The only thing that I wish was different, was that I had to drop off the trailer in Charlottesville 35 minutes away from my house. There used to be UHauls at this roadside restaurant on the south-side of Charlottesville called Moose's by the Creek, but I was unable to drop the trailer off there. I'm not sure if it's because they were overstocked or if they don't take the certain kind of trailer I had, but it's a much more convenient location for people living South of Charlottesville.

Rating:

5.0

wonderful services

Rating:

1.0

Profiteering racket. No wonder we re going to hell in a handbasket

Rating:

1.0

There were a lot of hidden fees we were not told about in advanced. We were told about the price per mile and the initial costs, but we were not ever told about gas fees, cleaning fees or extra fees for not quoting the correct miles we’d possibly drive in it. We returned the uhaul and the ONLY thing in the back was a pencil and a roll of tape and we were told that specifically because of those 2 items we were charged $25 for a cleaning fee? And they never even told us that it had to be “spotless” or we’d get charged. And then they charged us for a gas fee and we were never told that we had to fill it up before return or else there’d be a gas fee. We didn’t even use a lot of gas, it was to go to 2 places close by one another so we didn’t use much but we’re charged an excessive amount at return. When we discussed with them about this they never offered anything aside from “this is your bill.” I would never recommend this place to anyone, they don’t communicate properly and they add ridiculous and unfair charges that you never expect.

Rating:

4.0

I USE YOUR SERVICE FREQUENTLY. IF I AM GOING TO TAKE THE TIME TO MAKE A RESERVATION I EXPECT DATA ENTERED TO TRANSITION SEAMLESSLY AT THE TIME OF PICK UP. I SHOULD NOT HAVE TO REPEAT MYSELF OR RE ENTER PAYMENT DETAILS IF REQUESTED ONLINE. WHEN DROPPING EQUIPMENT OFF AND I PARK AT THE LOCATION THAT CLEARLY STATES EQUIPMENT DROP OFF. I SHOULD NOT HAVE TO TAKE THE TIME TO PARK THE EQUIPMENT FOR THE ATTENDANT. ESPECIALLY IN A CRAMPED DIFFICULT TO NAVIGATE LOT. I USE THIS SERVICE WITH THE EXPECTATIONS OF FAST AND SMOOTH SERVICE. MY LAST VISIT I WAS FORCED TO UN HITCH THE TRAILER MYSELF BECAUSE THE ATTENDANT HAD ABSOLUTELY NO SENSE OF URGENCY AND TOLD ME HE WOULD CHECK THE TRAILER IN LATER. AS FAR AS I COULD TELL HE HAD ABSOLUTELY NO CUSTOMERS AT THE STORE. ALSO YOUR INSURANCE ADD ON IS MISLEADING. MOST FULL COVERAGE POLICIES COVER ANY TRAILER HITCHED TO THE VEHICLE.

Rating:

3.0

This location was extremely busy and did not have enough staff to meet the customers needs in a timely fashion.

Rating:

3.0

I was assigned this location, it would not have been my choice. There weren’t a lot of employees working, but the gal who was working did a great job.

Rating:

4.0

Reported the leaky trailer (#UV3443A) when turning it in, in Roanoke, VA… Clerk looked from inside & said he saw light coming through. Hope it got fixed before renting it again.

Rating:

5.0

Had exactly what I needed with friendly customer service. Would highly recommend to anyone that needs a truck rental or moving supplies

Rating:

5.0

They were really busy but the lady working was very professional and helped everyone in a timely manner. After leaving the store I learned my father in law had fallen and needed to go to the ER. Once at the hospital I called the the store to see about extending my rental as I was at the hospital with my father in law. The gentleman Who answered the phone told me he would let the manager know. I told him if I needed to rent for another day I would go Ahead and do so. He informed me as long as they knew about it. I should be fine. I was able to move my car later that day. When I returned the dolly the man working ask about my father in law and did not charge me for the extra time. I just want to let everyone know this was a great cutover experience for me Ken

Rating:

3.0

When we picked the truck up it only had one quarter of a tank of fuel. When I estimated the mileage at 150 miles and was charged however upon return only used 130 miles. When I returned the next morning the guy told me he didn’t know how to fix the mileage. Had it been more miles I am sure he would be able to adjust the mileage and charge more. Also I personally think and I’m sure others would agree that Uhaul should offer a military discount to those who have served.

Rating:

5.0

The installer was very very nice and helpful. He deserves credit for taking care of us.

Rating:

4.0

My estimated charge for the truck rental was $105. The actual bill was $81.44. My credit card was charged $105! I have not received a credit.

Rating:

5.0

Everything was went smoothly, staff was very knowledgeable and friendly and cargo trailer worked great.

Rating:

5.0

All is well!

Rating:

5.0

Very courteous employees. Everything was timely. I have been using this location for many years and as always exceptional service. Thank you folks!

Rating:

3.0

Drop off was fine. But I never understood why they only gave me 158 miles. It was not even enough to go to my moving location and then my house then the uhaul dealer in Roanoke. Makes no sense.

Rating:

2.0

The employee on duty specifically told me before I signed a second contract for a replacement truck, that the first truck’s charges were being deleted ok my credit card. This is the only reason why I agreed to sign the second contract. And now UHaul is not holding up their commitment their employee gave me. Extremely poor customer care.

Rating:

1.0

I was accused of not turning the trailer in. I had rude phone calls essentially accusing me, and ultimately had to go to the location where I had to wait for someone to talk to me. I felt that I was being accused of stealing the trailer although I described the return and approximate time (much earlier than the contract required). I ultimately suggested that the cameras be reviewed to see that I did return the trailer. Apparently, that verified my story. I told the employees at the store that I wanted a written apology, but have not seen it. I will never use Uhaul again if I can avoid it.

Rating:

3.0

I reserved a pick up truck and got a van instead. The hitching system was very different and was a pretty big inconvenience. I recommend you all get the reservation right in the future. Disappointing

Rating:

5.0

Good service from the young man I dealt with. Very helpful. Would rent there again.

Rating:

2.0

You can improve your workers competency. You have incompetent workers who make it hard on renters

Rating:

5.0

The managers were very friendly and made my pick up and drop off very easy. Not sure how you can improve your service, my experience had no glitches. Frankly, I was not expecting the rental experience to be so easy. I was truly impressed with all aspects of renting the Truck and Tow Dolly. Thanks

Rating:

1.0

It took me an hour for my equipment to be an available I was reserved for 9am I didn't walk out till 10:45 I pre called an was told they took cash when I got to the Melrose location they did not take cash the guy who helped me didn't know how to work the computer an kept asking me for help called whoever was on shift with him 4 times just to check me in after I did in app check in I was charged 4 times in the amount of $60 when I reserved at $29.95 I wasn't refunded of given the $50 for not being able to get my equipment on time at the location I did not get my deposit back after the clerk kept me in office for over an hour of my rented time when rented for 8 hours then was charged $30 for an adapter because the lights in the trailer did not work 0/10 would never go back again

Rating:

4.0

My experience with U-Haul rental at this location was definitely more pleasant than the previous U-Haul rental (from a different location). Check in was prompt and the staff (Diamond- I believe was her name) was very pleasant to work with in picking up the U-Haul. When I returned it there was a different gentleman there that completed the check in. I would recommend this location to ANYONE that needs U-Haul!!!!!!!!!!!!!!!!!!!! As a matter of fact I may need to rent another U-Haul in a couple weeks and this will be the location I will use!!!!!!!!!!!!!!!!!! The cost for the trucks is somewhat reasonable however the mileage at .89 cents per mile is a little tough. I feel like long haul or one way should be charged the full mileage due to wear of the vehicle and the fact you may not get that exact truck back however LOCAL USE should get a break on maybe the mileage charges .... This was still a good experience alltogether with the U-Haul rental. THANK YOU!

Rating:

4.0

I was charged an additional fee at drop-off with no explanation given as to why. I'm guessing it was for going "over" on the mileage but I didn't do any extra driving at all. The mileage estimate should have been more accurate for my move if that was the reason for the additional fee.