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Tracy J.Customer Reviews for U-Haul Moving & Storage at Verona Road
Testimonials From Recent Customers
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Maintain the trucks for starters. Moms attic leaked getting the trucks contents wet in the front if the truck. Oil pressure light is on this did not instill confidence in the truck. Park brake warning woukd go off constantly even tho park brake hadxont been applied. Spent over $400 to make my move go smooth ...I'll try penske or ryder next time I need a truck
MICHAEL P.Absolutely horrible service. Tried to shorten our total rental time. And then when we tried to drop off the keys, no one was at the desk to help the 6 other customers in the store. Waited over 20 minutes for service. Absolutely horrible. Will not be going back. Possibly not use Uhaul again because of this experience.
Peter C.I'll be coming back to have them fix their mistake. They failed to reattach the catalytic converter to the supports and I'm fortunate that the tailpipe held up on the way home. Disappointed!
John D.Ben B. provided exceptional customer service at the drop off location.
Charles S.When I came in, an employee named Jessie was handling some other customers who were throwing a tantrum with pure professionalism. They realized that they had gone to the wrong store, but Jessie treated them kindly all the way through. He also checked out my reservation, noticed that a better size of truck had come in early, and got everything set up quickly and efficiently. Dropping off the truck went just as smooth. Just above and beyond, the whole time!
Daniel N.Jenna was very helpful and extremely professional, she helped me at a very hard time and the ease and convenience was greatly appreciated.
April T. | First ImpressionsQuite a long line first thing on a weekend morning. Additional staff at counters would be helpful to process customers
Bryan R.Verona Road staf 100% the best always. Helped me. Took my complaint. Told me this is not how Uhaul operates and took my personal information and is having a supervisor call me today. Now that's service!
Su R.Fast and simple check-in and check-out process; vehicle I received was well maintained and I watched them cleaning diligently other vehicles. As easy of a process as imagineable.
Alex H.Met when I drove up. Dropped trailer and was gone.
Steven S.Windows and front full of bugs
Mike T.Another great experience.
Chuck W.Reserved a van at the West Towne location, confirmation email said it was there but when I arrived to pick it up I was told it was at a the Verona road location. I showed them the email on my phone but they just shrugged. I had to pick the van up from a further location and had to pay for an extra 10 miles worth of gas and mileage. When I got to the Verona rd I told them my confirmation email said my van was at West Towne and they just shrugged there as well. Then they handed me the key and vaguely gestured to the far end of the parking lot where I had to spend 10 minutes finding the specific van for my key.
Adam B.Thank you for being so awesome!
anna P.I was unable to use the app to pick up my truck, but I was helped by a very friendly employee who got me the truck I ordered (someone had not returned their truck previously).
TIMOTHY O.Very helpful.
Marlo J.Staff was really great. Personable and professional!
Andrew B.Associate helping me secure a storage space was very helpful, I had attempted to do online but was unable, he was able to get me size i needed & check in was easy. Very much appreciated, highly recommend this facility.
Cecelia S. | First ImpressionsI requested a different location where I had a Uhaul storage unit. I had people and a donation agency arranged for the 14th. Then the location was switched. I had to change the date, cancel and then reschedule the date to the 15th. It was a pain in the butt to do this and the rescheduling cost another $65. Then when I got to the storage unit/Uhaul location I had originally wanted there was the size trailer I wanted, even though I had been told there were none available and that was why the pick up location had been changed. This was terrible all the way around.
Blair O.Work on better processes to do repairs, I had a tail light fixture that was barely being held in by a rivet and the large machine screw that was the second of three fasteners kept working it's way out and the third fastening point had no hardware at all. My suspicion is that another machine screw was used and fell out from vibration.
Trygve H.Jacob was great when he helped us pick up the truck. I've rented lots of moving trucks over the years and this was my best experience. The ability to return easily after hours was really nice.
Madelon S.When booking over the phone, I had one-star customer service. Sounded like a person learning how to be a machine, reading a script and offering no help to my confusion.
THOMAS H.Our assigned truck had a service tire warning on the dash as soon as we got in. After getting on the freeway it shook terribly and we couldn't go over 40 mph. Our 1 1/2 hour ride turned into a 3 hour ride. It pulled so hard to the left during the whole ride. Very disappointed.
Jillian R.My biggest complaint is with U-Haul (corporate). Your website is useless at providing information, and your 1-800 number is a joke. Waiting 30 or more minutes is ridiculous. There is no way to get any information from this company. Customer service from U-Haul corporate gets zero stars.
Jeffrey N.Great location. Truck problem mentioned already is not the fault of either location. Good people
Linda S.Had to switch to Verona rd location because W Washington was locked and closed at 8am when they should've already been opened for an hour. We walked there IN THE RAIN and nobody was there to give us our keys at our scheduled time. It was fine once we went to the verona rd location but that was a huge inconvenience and threw a wrench into our entire moving day. Broken pieces of wood on the bottom of the truck damaged the legs/feet of our furniture.
Samuel S.Uhaul cancelled my ubox delivery, overcharged me, and continually passed me between support people on the phone. The person I talked to was never the right person and I spent 5+ hours on the phone over the course of 2 days. I still haven't gotten a refund for the delivery that never happened.
Zachary G.Picked up the equipment at 8:00am. It was rather busy. Maybe could use some more staff. Overall it was a great experience.
Chuck W.Staff helpful and patient, good people. Equipment worked just fine
Bruce B.We arrived after hours and was assisted by Ben who was extremely helpful. He made the vehicle return effortless and very easy.
KAREN S.Truck was fine but hard to shift and even when all windows/doors were closed properly the sounds we could hear from outside it felt like they were open. Need to be more detailed about gas gauge. Worker told us it was 3/4 but it wasn't fully to that line. We drove 60 miles and put in 5 miles of gas after we were done which got us back to just below 3/4 line and we still got charged for 2 gallons of gas.
Todd B.You should make it more clear which location you are supposed to pick up the truck at after reserving online. The address I selected online and saw in the confirmation email did not have a truck for me, and after going there, I had to drive to a different location to pick it up.
Samantha S.Staff were helpful. Uhauls were backed up for cleaning and I could not get into the driveway. I drove around the block and came in the back.
John B.We really did not want a 26 foot truck. It was not what we reserved and it was very big for the area that we were moving my daughter downtown. I think we should have been notified of this in advance
Cynthia P.Nice job! Smooth rental, nice people!
Denise D.I rented a truck for 8pm on Saturday, May 30th to move my bed and couch from one apartment to another. The only available time was 8pm. I logged on to check in and make sure everything was ready around 7 and was immediately locked out of my account. I tried calling customer service and was told there was a 40 minute wait or you could use instant chat for immediate help. I hang up and start to use instant chat. 17 minute wait. It's 7:30 and we're on hold for customer service, still nothing. 7:50 rolls around and we decide to head over and hopefully being in the correct location will help. I log on, finally get in. Enter my info and it says it needs to verify me with someone. Put in my moms info. 15 minutes passes and no call. We're standing outside of U-Haul waiting and waiting and all 3 of us are on hold for customer service. Finally someone answers, we tell them what's going on, they hang up. We just stood there in silence because it was literally so unbelievable. Another one of our calls gets picked up, we tell them we've been waiting for the verification call and it's now 8:15 and digging into our rental time. They say they're going to transfer us and put us on hold, hold line says 40 minute wait. Finally the live chat people answer and the verification goes through. Live chat had to help us get the lockbox code and when we put the code into lockbox 1 it didn't work. We tried it over and over every way and still nothing. Told live chat and they started giving us random combinations to try and told us you just have to be rough with it. Still not working so we ask if they can just give us a new truck. I should mention, each time we sent a message it took at least 5-10 minutes for a response. Anyway, they can't give us another truck and tell us to try the combo again or come back during business hours. At that point the app had already taken out the 50 some bucks for the truck, it was 9:30, I had been moving since 5am, and now they're telling me I just have to come back? After all of that? Not to mention, there were at least 5 other available 10' trucks and at least 8 other various sized ones. I asked if they could at least give me a refund. Nope you can't do that in the chat you have to call customer service. Okay well we've been trying to call customer service for 2.5 hours at this point and it said for immediate assistance to contact chat… so is chat not customer service? I mean it makes sense seeing as though using it basically got us nowhere. As the person in chat is starting to ignore our messages after telling us to contact customer service, finally the transferred phone call answers. We explain what happened and she tells us to try the lockbox, we do, still doesn't work. At this point we tell her we've wasted two and a half hours on this truck, and hour and a half is burnt into our rental time, please just give us a new truck there are a ton of free ones in the lot. She finally looks up a new truck and gives us the lockbox and code and finally, around 9:45, we have the truck to move a bed and a couch. If your business is not capable of handling self service, don't market it. Your customer service is a waste of time. I was told I would receive a $50 credit for the hassle, still nothing and I'd call customer service but I don't have approximately 3-5 business days to sit on hold on the phone. I absolutely would not recommend.
Jessica P.Thanks to all customer service I dealt with .
ash S.Customer service except for one person was unhelpful. Thank you Matt's moving, Will and his partner for helping otherwise we would still be there. Customer service who booked the return made mistakes the location was clean . Would not use again.
Tom D.I tried to upload a front/back picture of my license that I had filed for travel backup. The portal said I needed to upload a newer photo. Please update your site to allow customers to upload photos of their licenses from their computers. Folks at the customer service desk could easily verify that the picture on the license matches the face of the customer.
Gary M.I would recommend for discounts, and the alignment was a little missed up, despite the size of the vehicle.
Andres R.Thank you for your fantastic service. I believe my customer service representative's name was Paul (?) He was excellent. Sorry if I got the name wrong.
Brad B.After-hours drop off. Only issue we had was that the return area was so stacked up with other returned rented trucks that were encroaching on the entrance to the facility. Other than that, everything was flawless. I did not have to call them. They found a trailer and checked it in.
Daniel R.The original site did not have the reserved trailer and the individual at the original site was EXTREMELY RUDE. We traveled 20 minutes out of our way to pick-up the ordered trailer, which was rusty, etc. We will not consider your company in the future.
Erica E.Extremely kind and friendly associates, plenty of guidance
Aquoya F.Great staff good job
jon M.Two things could be improved... 1. I thought that setting the check out of the vehicle for pick up online would be faster to do on my phone, it was not. I ended up having to go in the store to complete it & the checking out of the vehicle took much longer than I anticipated since I had already reserved it online & submitted the necessary info. 2. I was given a vehicle with only 3/8 of a tank of gas?!?! That was very odd. Additionally, I was told I had to return it with this much...even though there is no indicator to show exactly where 3/8 would be?!! Why are they not giving us vehicles with full tanks of gas & asking us to return them with full tanks? Good news...staff was friendly & helpful.
cynthia B.The truck we had ordered was not upto the mark. It had way too many miles on it and none of the things worked other than the AC.
Kaustav D.Very nice and intelligent young man he explained everything to the fullest I appreciate him thank you
MARGIE W. | First ImpressionsStaff was very helpful and friendly.
Cebrina D. | Overall ExperienceNot happy with customer service and the way we were treated when we tried to pay on bill and kept being put of till final bill and we're over charged plus fraudulent use of drivers name on bill instead of the person who paid initially we will be filing for mediation for all the emotional damage inflicted on me and my girlfriend
Paul P. | Overall ExperienceAnne and her staff at Verona Rd U-Haul are #1 in my book!!
Jenna H. | First Impressions¡Gracias!
Vicki T. | Overall ExperienceThe guys at the desk were very helpful and friendly
BRIAN G. | Overall ExperienceStaff was very helpful and nice
Isheika W. | Overall ExperienceThey were all exceptionally great over all
Lakaeshia B. | First ImpressionsBueno
Francisco P. | Overall ExperienceMy only complaint is that you continue to raise my rates every year without any real reason given and I know that the facility does not have a lien on it anymore, so your overhead has not gone up.
JAMES B. | First ImpressionsVery easy process!
Tiana P. | Overall ExperienceMy only complaint would be the alarm kept going off every few minutes while we loaded stuff into the unit.
SHAUN K. | First ImpressionsI always turn to U-Haul whenever I am facing a turn in my life or when helping others with theirs. Not all these many changes were easy, but at every turn U-Haul people have gotten me through with ease, generosity and respect.
Nicolas F. | Overall ExperienceThis is a great uhaul place. Also rented a truck here and the process was great also. People were helpful and good. My wife used a uhaul weekly for her job for a couple years, and my son worked at a uhaul location for a summer and this is the best one we have seen.
Darrell S. | Overall ExperienceGreat staffs and wonderful helping
Abdinur A. | Overall ExperienceAnne rocks! Great experience, with a pleasant staff.
Bradley S. | Overall ExperienceThe move in experience itself was poor. The directions for finding the unit should have included a letter identifying the row in which the unit could be found. The map should contain the same alphabetical row lettering as in the storage building itself. I spent a massive amount of time trying to find the unit. The unit was secured against entry, I could not open it, no one answered the phone when I called the desk, I wandered around until I found a call box, someone came and opened the unit, the provided lock did not work, I had to go to the desk to exchange the lock, the swipe access card did not work properly, and I had to return to the desk to address that. In the future, take the customer to the unit rented, make sure the unit opens, and make sure the provided lock works. Everyone was helpful, but more up-front assistance should have been provided. This was a poor move-in experience.
Julie Ann P. | First ImpressionsOur one complaint is that the entryway was very bumpy and not well maintained. It made it difficult to maneuver in and out of the building.
Jonathan B. | Overall ExperienceAnne the GM was Outstanding!!!! Friendly and extremely helpful. She made the move so much easier. Aaron Norvell - Exact Sciences
AARON N. | Overall ExperienceGeneral Manager Anne Starr and her staff were truly excellent to work with on my storage and truck rental needs. They all went the extra mile to make all my UHaul experiences easy and uncomplicated. I would highly recommend the Madison Verona Road UHaul facility to others and will certainly use their services again if the need arises. Thank you again GM Anne Starr for leading a great staff and for providing informed, friendly and professional service! - Ted Petith
Ted P. | Overall ExperienceNever used storage unit. Thank you.
Timothy M. | Overall ExperienceExcellent service thanks
Eilene S. | Overall ExperienceNice facility
DAVID C. | First ImpressionsBy having a unit(s) for a period of time, I NEVER get discounts on rentals. I used to have a large (about a year) AND a small unit (3 plus years). I must have rented 15-26' trucks and 12 foot trailers. Should be a point system or something that if you rent storage for so long you can apply the points to rentals, Most likely do not have any affinity in the future for U-Haul. Think about it!!
Roy P. | Overall ExperienceU-Haul is a complete joke. 2 weeks before my move in date, I made a reservation online and received a reservation number. When I arrived at the facility I was told the unit I reserved was not available and my reservation was not really a reservation and everything is first come first serve, but what do you know they have a more expensive unit available that is smaller then what i reserved, nice way to bait and switch and to upsell. I had movers meeting me there in 30 minutes, so i had no choice. Completely unethical way to upsell people. Avoid at all costs. The word games the friendly customer service person made were worthy of a skit on Saturday Night Live.
Bartley W. | First ImpressionsI'm very pleased to used Uhaul friendly and very professional staff. Delia Young.
delia y. | Online Move InThe online portion of signing up for unit was really easy and I would recommend. However when we arrived at the facility the process was very confusing and our code kept registering 'invalid'. It took us quite a while to find someone available to help- while meanwhile we are paying movers and exorbitant hourly rate. Very frustrating
Kimberly O. | Online Move InThank you. Excellent facility and team.
THOMAS L. | Overall ExperienceI made my reservation online and was told I'd get an entrance code and storage number immediately. I never received it. I called U-Haul and confirmed that my reservation was valid and they said yes. I added my nephew as an approved person to access the storage. When he arrived he was told that there wasn't a reservation. 44 minutes later, I had to do everything online again. VERY frustrating that my nephew couldn't get in quickly as we had planned. Very upset that the reservation number 'wasn't valid' then annoyed that I had to restart all over online. Complete was of time. I'm thankful I only need to use the storage for a short amount of time.
Angela C. | First ImpressionsTHE LOCATION I USE NEVER ANSWER THE PHONE NEVER YOU HAVE TO BE ON HOLD FOR AT LEAST 35 MINUTES BEFORE SOMEONE CAN ANSWER THE PHONE LOCATION IS OK HOURS COULD BE A LITTLE LATER THAN 7PM
Tori G. | First ImpressionsINVEST IN AN ELEVATOR!!! Please.
Forrest B. | First ImpressionsGracias
Tim M. | Overall ExperienceOnly problem is we had heavy pieces and our unit was upstairs elevator would have been so ideal in getting things upstairs.
TINA W. | First ImpressionsPhones at my storage facility are always forwarded, can't speak to anyone on time, contract was not forwarded to me, can't set up auto pay, half of the staff i speak with in person or on the phone are good, the other half have a bad attitude and are not knowledgeable or helpful. The man who helped me out on site was great, everyone else has made this process difficult and cumbersome. Online chat was not helpful
Adam H. | Overall ExperienceWas disappointed that Uhaul does not pro-rate monthly fee. Had to pay a full month for only using storage for 3 days.
David G. | Overall ExperienceMy code to access the building does not work. I was not told that the main doors would be locking soon after arrival, making moving my belongings very difficult. If another customer didn't have the smaller door propped open, I would have lost everything I own.
Michael G. | Online Move InThe Management and staff were very helpful and professional it was a pleasure working with them.
Eddie G. | Overall ExperienceManager never replied to multiple messages. Did not honor a refund for a late payment for setting up automatic payments.
ROBERT W. | Overall ExperienceThis place is super clean and secure! Appreciate that there are hand trucks and carts available for use. All that's missing is freight elevators for the 2nd floor. Very impressed.
Debbie M. | First ImpressionsThe staff is definitely friendly and courteous.
paula r. | Overall ExperienceYour storage is clean, safe and good
lawrence n. | Overall ExperienceRandy went over and above to make our experience smooth and uncomplicated. Great customer service very friendly.
Michael H. | First ImpressionsNeed more staff
Bradley S. | First ImpressionsThere were some problems with the online setup and I was becoming very frustrated but Randy helped me straighten it out and calmed me down. Randy provided excellent customer service and compassion. He saved me that day.
Roberta G. | First ImpressionsThe staff at the Verona Road U-Haul storage facility were fabulous. I was always able to get my questions answered by a friendly and helpful employee. And the facility always felt clean and safe.
Bennett R. | Overall ExperienceWill always come back to store my personal belongings again.
Victor N. | Overall ExperienceThe best professional customer service. I will be using them n recommending them to everyone.
DONNA C. | Overall ExperienceGreat customer service.
DONNA C. | First ImpressionsThe employees were always helpful. However it seemed under staffed when I needed assistance at times. The facility is in the process of hiring based on signage at the location which may alleviate this issue. All other interactions and experiences were excellent.
Michael H. | Overall ExperienceI am giving a 1 star because i am being charged for a storage unit and late fees even though i never had the need for one and never had a reservation for one. I have been to the physical location 2x to deal with the charges and called 2x. Every time i am told it is taken care of but i still keep getting a bill. And now late charges.
Paige F. | Overall Experience