The representative at this location went above and beyond the call of duty to try and answer our billing questions.
WALTER SCustomer Reviews for U-Haul Moving & Storage at Salem Turnpike
Testimonials From Recent Customers
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Was mislead about the size of the unit so never used it. Then several attempts to charge me for the unit I never used. I called the facility and explained this to them and was told they can't do anything about it that they would have their GM call me and the GM never did. Then after a couple of days they tried charging for the unused storage unit several more times. I would give this place -5 stars if possible, not only for the bait and switch tactics, the lack of communication and customer service but also for poor records keeping of their online inventory.
Eron H | Overall ExperienceThe check in employee answered a lot of questions for me and explained how drop off worked at the other location (One way reservation). He was super helpful!
ANN CVery good and friendly staff and very helpful.
VANESSA KI WILL NEVER USE U-HAUL AGAIN NOR WILL I EVER RECOMMEND THIS COMPANY TO ANYONE. TAMIKA SHOULD BE FIRED.
tina h | Overall ExperienceOn check-in, I needed something to open my lock case. I asked the employee to use her screwdriver (right in front of both of us). She flatly denied she had one and refused to even TRY to accommodate. Due to that overt hostility, I went out of my way to avoid further contact for the duration of my rental. The walls of my rental were open frame and sheetrock. This is an insecure wall as it is easily broken through. I would not be comfortable leaving any semi-valuable product here. The maintenance lady seems very competent.
Franklin L | Overall ExperienceThe gentlemen that was working on Sunday November 24th was very polite and helpful.
John B | First ImpressionsLong time renter with Milwaukee tool. Visited and checked out a 10x30 unit and was told it was the only one available so I went home and got online to rent it and it added me into another unit. Went to check out the other unit and it did not suit my needs with privacy and they would not transfer me to the other one saying that it was already rented out. Have unfortunately moved my business to Public storage instead.
Michael M | Overall ExperienceIt was a good place to storage my things in and was clean and safe..
Danielle H | Overall ExperienceGreat Customer service!
Philip J | Overall ExperienceThis was our first using a storage facility and I didn't know what to expect. I wrongly assumed that a bunch of homeless people hung out around there. That wasn't our experience and I will gladly recommend your facility to anyone needing storage.
Marybeth F | Overall ExperienceGreat service and easy online reservation.
Christopher CI didn't appreciate customer service. I felt rushed and found them non informative or helpful with the vehicle. There was a uhaul truck in the way that I had to back up around it.
Leah TFront desk worker claimed to have forgot to process my refund but still returned and re rented the truck had to call to get explanation. What where they gone do with the money ??? Seems sketch
BENJAMIN JMy $200+ UGGS were literally eaten by rats. I had multiple dead mice in my until when I went to get my stuff. (No food items were in the unit) and one of the workers was ver unprofessional over the phone.
Anyia H | Overall ExperienceWe are very happy with the convenience of having a close by facility available.
Marybeth F | First ImpressionsThe gas tank was almost completely empty. Fortunately I did not have to go far to get gas. Maybe have at least a half tank of gas prior to pick up of the trucks.
Shannon OI stored some of my belongings at the Salem Turnpike Uhaul for about a year and a half, and the staff has always been incredibly helpful, especially Will and Rita. Both were working there when I began, my time in storage, and both were incredibly helpful for the duration. They are FANTASTIC and definitely deserve raises. I have no complaints about my storage experience there thanks to those two. The only recommendation I have to improve would be to repair the keypads for entry and exit to the facility. While the gate clickers are convenient, only assigning one per rental contract means that if I didn't have my clicker and it was after 4PM, I could not access the facility at all. Having a back-up way to access the facility after the store closes for the day would vastly improve customer experience. The wiring is already in place, so it should only require adding new keypads and programming them.
Joshua D | Overall ExperienceEvery thing went smooth an the person that help me check out was great 5stars for him
CAROYN HThe storage unit had damage (torn out) to drywall, mouse droppings all over the floor, spider webs, and frame wood looked as if it was wet toward top of unit. The employee on duty was more than helpful and courteous. Couldn't have been more kind.
Machelle W | Online Move InThus is probably more on the App/rental process than the site, but upon renting through the app was given an access code to enter the facility. Upon arrival, found out that there was no keypad to access gate - needed to get fob from office. Luckily we arrived before the office closed, which we weren't sure we would do, and was one of the reasons we felt comfortable renting via the app.
Eric S | Overall ExperienceEveryone who works there is exceptional. The manager was very helpful and professional. Thanks again.
Scott M | Overall ExperienceI was provided a PIN to access the facility via text, only to find out that there was no way to access the facility with that PIN, but actually needed to get a fob from the office to get through the gate. This would have been a significant issue if we had not shown up prior to the office closing, which could have happened since we were traveling from out of town.
Eric S | Online Move InRita and her colleague provided outstanding customer service! Professional and friendly. Highly, highly recommend using this storage facility!
Coren O | Overall ExperienceThe app needs improvement as I could not be able to return the vehicle on the app and enter the information when I had it before the time noted for return.
Akeem HAbove and beyond service
Jamar C | First ImpressionsThe location was fine, but not the location I reserved my truck from. It was therefore 45 minutes further away from my home which was an unappreciated inconvenience when U-Haul informed me that they had switched my pickup location despite my reserving a truck a month in advance.
James MThank you so much. U-Haul was a big help all the way around when we moved to Roanoke. This storage facility @Salem is well maintained & clean, even the restroom.
PATTY M | Overall ExperienceThe employee who helped us out went above and beyond the call of duty to make sure everything was ok. Very professional and kind.
Scott M | First ImpressionsThe U-Haul unit was fine for what I needed it for.... for FOUR years! And each year, what did you do? Jacked the prices up over and over and over again. Glad to have my stuff out of there finally.
Kris M | Overall ExperienceHave the AC working in the truck and eliminate the Marijuana smell from the office.
Jim FAmount of rat feces was not controlled. Rat fe es everywhere.
Gwendolyn D | Overall ExperienceStill don't understand why the office closes at 4pm but it did everything I needed it to do + everyone I spoke to was very helpful, thank you!
Barry V | Overall ExperienceI woldnr recommend UHAUL to anyone. I spent 2 hours in the store trying to get my vehicle that I reserved a week prior. I had to Uber there ($35) to be told my truck is gone and I have to go to another place, to order another Uber, only to be told I'm going to be helped where I'm at ($8 cancellation fee). To wait 2 hours because the vehicles kept being shifted around in the system, traffic division was giving the employ the run around, and refused to switch a truck from travel to local in the system after a manager told the employee to call traffic and have them do so. Then, I was running 2 hours late coming back (return was at 2pm), so I called the 800 number to give a courtesy, and they said the place would be open until 7, but I'm going to be charged a late fee, never mind the money and time of mine they wasted (I needed those two hours back they wasted of mine). I show up at 4pm and the place is shut down, lights off for the day. Seems to me UHAUL doesn't care about customer service because they don't have any real competition.. why would they treat their customers with decency and fairness when they don't have to.. I won't be using them again.
ARTHUR TWorst experience I ever had
Nasrin H | Online Move InVery nice people, highly recommend. Thanks
Michael P | Overall ExperienceGracias
Dwayne PStay the same
kathy mFix the online system so it doesn't happen again!!!
Benjamin CIt took 3 times for my reservation entry to go through at the Salem turnpike location. I was told there internet speed there was very slow. The sales representative apologized. No issues at all with my rental vehicle.. would has given 5 stars with the exception of my reservation.
Daniel FBoth ladies where very friendly and delight to deal with. Gracias
Mary D | First ImpressionsVery nice staff
Michael P | Online Move InRita was the star at your U-Haul facility. Excelled in customer service and care. Personable honest and respectfully professional. No comment on the rest. Good day.
jessica h | Overall ExperienceI love this location and the people.
Shermeka TThe location didn’t open up until 10am which was very inconvenient and the truck drop off was full.
Liam SGreat experience overall! The attendant was very helpful. The only issue I had was the van overwhelmingly smelled of smoke. As a non-smoker, it made it tough having to deal with it for over 2 hours.
Eric TThe staff was very helpful and informative and polite.
celissa b | First ImpressionsThis location over charged me saying that I returned the truck not clean and I did clean out the truck and they said I didn’t return it with the proper gas and I put gas in the U hual before I returned bad business for real I was a lil late and they charged for a extra day.
DARRENANTHONY WBryan was great! Very helpful.
Stephanie VRita is the only person who was helpful and above reproach - very knowledgeable and very helpful. The female manager was 25 minutes late in opening the doors even though she was inside and stated "just wait". The sign taped on that door was an insult and inappropriate but certainly was an indication of the ignorance and insulting behavior of the female manager. The only reason I would recommend this location is that it is U-Haul who stands behind their product. RITA represents honesty, integrity and the true U-Haul way! Well done to RITA alone of the team of three.
jessica h | First ImpressionsYou charge WAY to much.
Holly HU-Haul is my number one storage or moving facility of all time
malith j | Overall ExperienceGot courteous service. Although I had to wait for the truck to be swept out so it should have been swept before it was parked.
Lisa RVery friendly well helpful workers
Kabrina w | First ImpressionsMz Rita is a fine lady and a delight to do business with!
tom m | Overall ExperienceNot friendly people. Rude. Misleading. Don't follow through with promises. Many issues. .
Matthew M | Overall ExperienceDon't cheat your customer out of their money for a such things "cleaning fee.. so you all can obtain more money for rentals
RODNEY PPin pad has been gone for over a year, need to go into office to get remote to access the yard
Richard D | Online Move InHave your office people there on time at opening time in the morning.
Robert KRita did a great job making sure I got the storage unit I needed
rick h | First ImpressionsMs Rite was and is Fantastic!!
tom m | First ImpressionsThe 24/7 did not work for me I was unable to scan my license I was getting the message my location was not on and I was at the wrong pickup site which was not true Luckily the office was open
Kay AHours listed are incorrect and you cannot get through the gate using a keypad, as listed. You need a remote from the office which opens at 10AM, not 8AM. Threw my day off waiting for them to open. Please fix that information online so people know what to expect.
Aida S | Online Move InSee pick up location comments.
RAY BStay like what I have grown to exspect
JOHN HAt this particular one. Didn't care for the step up or over curb to enter storage unit. Almost fell a few times. And I am handicapped as well so walking is already a problem. Even my help moving larger items almost fell. Other than that I like the place
Donna D | First ImpressionsThe workers was very nice and professional the establishment was very clean everything was accurate and on time..
Cynthia B | First ImpressionsStaff very helpful n courteous
Brenda H | First ImpressionsI didn't drop off at this location, I dropped off at the Melrose location. See comments above
Pete VIf there's a way to make the website easier to maneuver through, that would be cool. I had to call customer service to figure out where the key was and the lock combination. Customer service was nice and helpful, though!
Nichole JManager Matt was excellent and his responsiveness to my questions, both via phone and in person. this guy needs a raise, a promotion, and hot to be set training others to do the same as him. Thanks for this high-quality Hi caliber employee.
Roswell B | Overall ExperienceThe lady who checked us in was so nice and helpful. A true asset to UHaul.
Tammy L | Online Move InWe rented a storage unit on line, sight unseen to store our belongings as we were moving from the Richmond area to the Roanoke area. The unit had a terrible odor in it and we were concerned that the odor would get into our furniture. We rented the unit long enough to locate a different unit and transfer our stuff. Come to find out, that particular unit had previously been a problem in the past and the staff there could not get it clean. I strongly feel that the staff there should have warned us before hand about the odor as I'm sure they were aware of it. Instead, we had to make extra trips to Roanoke from the Richmond area to transfer our belongings. This was both time consuming and expensive.
mark t | Overall ExperienceWe went multiple times the first day with all of our items for storage in tow. Could not get a hold of anyone s as t the location via phone so we went over and no one was there during business hours. Went in the morning and again in the afternoon and no one was at the facility to speak with or pick up the access transponder. Had to go back the next day and was finally able to gain access to the facility. Would not recommend.
David C | Online Move InU-haul 1 800 number called me and my cell phone picked it up as a spam call. I was late to pick up my rental truck. Not even 5 mins after I noticed I had a missed called, I arrived to pick up the rental truck and they had cancelled my rental. Thank you to Matt at the office who got my rental back. He told me they are suppose to call you twice before they cancel it. Pretty upsetting and annoying.
Emily DTo begin, the website said you could rent a unit remotely without having to go to the office, that's why I chose it because it was on a Sunday afternoon when I became in need of it. Paid for it online, received unit number and access code to the gate. So I proceeded to load my car down as much as I could pack into it, I arrive at the facility to find no keypad for the code. It was a gate that you have to use a remote fob to open and of course the office was closed. So here I am with a packed vehicle, a paid unit and no way inside. I get the fob the next day and was told that the gate locks at 10pm and if I'm not out of the gate by 10pm, I would be locked inside until 5am when the gate starts opening again. Well I work all day so by the time I'm able to come to my unit, it's always late afternoon or early evening. So I would have to set an alarm on my phone every time I came there to ensure I wasn't locked inside for the night! Which I think that it's a potential lawsuit for the facility. What if someone got locked in and had medication that they have to have and it's at home?: What if someone left their kids at home to run to their unit real quick and got locked in? What if they had a medical emergency while locked inside? It's a lawsuit waiting to happen. When I do get to my unit, it had holes in the bottom and wood paneling screwed in the sides like someone had gone through it from another unit (I don't know, it just appeared that way). But the kicker was, I was at my unit, my psycho ex climbed over the gate to come harass me, I left a message in the office AND U-Haul customer service that I wanted to see if they caught it on video so that I could prosecute and no one would return my call. Combine all of that with the gate constantly breaking and they locking it when they left the office leaving me left out of a unit I was paying for but not having access to. I also came across several upset customers that were there to pick up a U-Haul truck that they paid for only to find the office closed. They were only open 10am-4pm. So, no, I would not recommend this location.
Sherry W | Overall ExperienceThe various offices Salem Turnpike, Melrose, and Hershberger worked together and made everything easy. I will reccomend them.
Glorietta P | Overall Experience.
cynthia B | Overall ExperienceI told the gentleman working when I arrived to pick up the Uhaul that I have a gift card to use. However, my debit card has been charged instead of the gift card. It's a bit upsetting :(
Ashley LThis location was small but the worker was helpful and I quickly found our rental. However, this was not our first choice because we originally reserved a one-way truck that U-Haul could not provide (which we only found out the day before). This location was a 40-minute drive from our original pick-up location and it's ridiculous that the company could not provide us the truck we reserved weeks in advance. We were forced to downgrade to a cargo van (that barely fit everything) and I lost my month of free storage because they could not provide a truck within an hour's drive.
Andrew JThere is no light in the storage unit. Was told to go go the melrose location to sign paperwork and get access. I spent an hour waiting just to be told I needed to go to the salem turnpike location because the new general manager was there and did not have access to the accounts for that location. I got to the salem turnpike location and was told since I did an online move in I didn't even need to sign anything, I just needed the gate key.
Kimberly G | Online Move InThank you so much for your service U-Haul Salem turnpike you are so excellent.
Christopher R | Overall ExperienceExcelente
Randell R | Overall ExperienceOur unit was too small. We called customer service and she was not helpful at all and then we got connected to another lady that just laughed at us
Kayla S | Online Move InAwesome service
John CWill Andrews is unprofessional and he suppose to be a Gm. I’ve made a complaint on him as well.
Kayla H | Online Move InTrain employees before putting them to work.
Keith RI was charged for using the dolly when I never used it. Suggest asking customer rather than assume. I had my own dolly.
Sheri MMy site specifically requires a key fob for entry. That fob is only available from the office staff. The web rental doesn't make mention of this requirement, in fact, it led me to believe I could access at any time with a gate entry code which caused me to lose 2 hours on moving day. The unclarity threw a big monkey wrench into my plan
M P | Online Move InAccess was on outside however it was well lit
juan v | Overall ExperienceOn the answers w no, I haven't been to know if they are clean or if I'd recommend. You're getting a little to hasty w your surveys
KEITH C | Online Move InAlways have used u haul but after this last time it was awful.had an reservation didn't get the truck until a couple of hours later. The whole experience wasn't good at all.
Antionette HI had no problem with anything. When need a unit again I will be back
Herman R | Overall ExperienceNice clean place.
William H | First ImpressionsWas on hold for 15 minutes because the app didn’t give me the password to the lock key 🙄
Meaosjah MN/a
KELLY WThe location advertised online that I could do contactless set up which I needed because it was Sunday and the office was closed. So I paid for it, got my unit number, instructions on where the lock would be and they texted me my gate code. So I loaded down my car to bring stuff to my unit, I get there and there is NO keypad to enter my code. Apparently they have switched to a gate that you use fob to open the gate. So, I couldn't access my unit as I needed to and as it was advertised online. I had to go back home and unload everything back out of my car. Very inconvenient and bad business to say the least. Very unhappy.
Sherry W | Online Move Inoffice open hours should be listed
Mark AThey sold all my items when I was really trying to pick them up all my personal item gone
TKEYAH E | Overall ExperienceSeem to have some built up mold and residue over time and there wasn’t anything in my unit that should have caused it
KOLTONARICK C | Overall ExperienceNinguno
Allen W | First ImpressionsJust wish I got some of my money back since I didn't use storage for a whole month
Desiree W | Overall ExperienceThis is my only storage facility I seem to have issues with. I have Several units through the Us. They changed locks on one unit I had to Pay the locksmith to open it. Two units had leaks and nothing was done. I had to clean up the mess.
TIFFANYJ S |