Comentarios de los clientes para U-Haul Moving & Storage of Lexington

I had a hard time trying to check my truck back in on my phone from the information that was given. Other than that I was satisfied, thank you.

very friendly

Never really had an issue with the unit. Just a billing issue that has since then been resolved.

Willing to work with you if you're experiencing a hardship.

Faster checkout! I had to have two phone numbers of people who would pick up immediately. I was given no notice.

Very little customer service. Was never explained how to check the trailer back in other than there are directions in the paper we gave you. Spent over an hour and half attempting to check trailer back in over the phone, on line, and via the app. Returned to the store two times because I had to be at the location to check it in even though I had already returned the trailer. Had to submit pictures of proof that I returned the trailer after spending 45 min on the phone with customer service. Called the local office where I obtained the trailer from the next day to confirm the trailer was checked back in and was given very little to no empathy about the situation. Nobody ever once offered an apology or a concern about the issues. Expected a larger corporation to offer at least an apology or a statement about what could be done differently next time or a “how can we make it right”. Will consider never using this location and or company ever again

The staff was extremely helpful and professional!

Needs better signage and directions for rental returns. Too little staff on hand.

The store manager and team were great.

your people don't know how to read the gas gauge. i filled up the gas back to where it was when i got it and they charged me $10.00 for gas after i already filled it back up to where it was when i got it. sucks to be screwed when you are doing the right thing.

I was not able to get the needed number of furniture dollies I reserved but other than that things were handled well.

I felt the rate per mile was a little high.

Employees were friendly and courteous. Would definitely use against

Service was great

Truck only had 1/4 tank at pickup. Ordered a dolly but did not have available. Charged me a cleaning fee when I left the truck in clean condition.

Just make sure the employees are wearing masks like they are supposed to be right now.

An employee was clearly pointing at and whispering about my partner because they are transgender. Please train your employees to be more respectful of all kinds of customers.

Everything was great no complaints

Start answering the phones and someone needs to be at the front desk . We stood up there for a while before I decided to go and search for some help while they were in the back playing. Once we started conducting business it was ok but it took a while to get it started. People have other jobs to go to.. be courteous and respectful to your customers.

Great customer Service

My process was smooth and easy.

The employees at the Uhaul location where very helpful and friendly. Unfortunately, the cab of the Uhaul was very dirty, we used over 10 clorox wipes to wipe everything down and they were all black after wiping it down. That's pretty gross anytime but with Covid it was actually very disappointing that they didn't wipe the inside down at all. And i was also disappointed that the windshield was covered with bugs when we first got it too! And that big windshield is not easy to clean! Overall, due to the uncleanliness of the cab i would rate it a 3 out of 10.

No masks were worn by workers

Your web sight is awful. I drove to the location at 830 pm and tried to check the truck in more than 8 times and the site kept crashing. I had to take off the next morning to do this in person. I was charged extra miles (trip back and forth) and lost a 1/2 day of work. I am not pleased with your web site, the ease of use, functionality or applicability

Not have to go through 30 min of holding on the phone just to find out if you have the vehicle I need.

I was charged $25 for ckeaning with no explanation. I sent an email about this charge and received no response. I will never use uhaul again and will recommend to everyone I know NOT to use uhaul. There was absolutely nothing to clean. The truck was driven a total of 11 miles.

Very friendly and helpful staff!!!

People at the counter in the office were great! Couldn't ask for anything else! Professional and Polite! Rob in the back, shop area is awesome! Equipment was clean however I had major problems with lights. Rob switched light cords and spent a lot of time making things right. Got lights working however when leaving for my move, lights would not work and I was already loaded up. Took back to Uhaul and again Rob tried his best. Rob was very considerate and patient with me. Something was blowing fuses in my brand new truck. Had to go 5 hours to my destination with no lights/signals! Had to have my son follow me and try to keep people from squeezing between us. Nerve racking! People were great at uhaul, not sure about the equipment.

Manwell was a huge help for hooking up trailer and unhooking the trailer. Very professional and friendly!

With taxes and fees a $20 rental is really $45, a sucker punch for sure when all I needed was to pick up a sofa. Staff was great, returning the rental wasn't clear but never has been, though easy once I knew where and how to return the truck.

Vehicles should be at full tank or physically verified before releasing to rent. Was told my rental was at 1/2 full at register but was lower. I only traveled less then 20 miles and still put in 10 dollars of gas and still was charged a fuel charge. So either the guage showed wrong or wasn't verified when I was told just to leave it and they would check it in later.

They were so busy that phone calls would rollover to the National rental line. I would rather just hold instead of hanging up and calling back. The place was super busy so it wasn't their fault. Great manager at that location!

Service was quick and easy. I have used this location several times over many years. What amazed me was they had the info needed for the rental on file. That speeds the transaction up a lot and takes the stress away. Thanks a lot, George

The girl working the counter seemed frustrated and rushed us thru. She didn't tell us the truck number or location, we had to just look till we found it., when I rented U-Hauls in the past they walked around a truck and double check the mileage and things none of that was done this time. When I returned it I just parked in the parking lot and the girls snapped at me and said I needed to pull it through the equipment return. That wasn't covered when we rented it either. I was charged an additional 31 miles from the original quote which was absolutely impossible because I only drove it 14 miles, but we didn't check the mileage when we took the truck so that's on us. I've used this location in the past and it was always wonderful but I won't go back to this location. Also the brake lights were out on the truck and we didn't notice that until we took it back. I don't know if the facility is Under New Management or what but it is certainly gone downhill.

I believe I left a small furniture piece on the truck. I tried calling numerous times but the local UHaul center would not answer the phone. I spoke with someone at the national level who also could not reach that center.

Everything went well. I think I had to take too many pictures. I wish I could have rented the truck that I wanted.

Very energetic and warm team. Quick and easy check out.

Glad you asked. I was charged 40 dollars for a trailer that was supposed to be 26.

The service I received from this company was very convenient and the truck was very well maintenanced and we were able to successfully move our belongings from place A to place B without any troubles and I would recommend this service to any of my friends and family

The A/C didn't work at all.A little disappointing

Agent only checked running lights, not breve/turn lights when I picked up trailer.

I didn't get a receipt when I check the truck back in. There were 2 employees there that told me “I was good that they would handle the rest”. They didn't check it in and my debit card had a $460 hold out on it. I've never had an issue with uhaul until this experience. Not sure if I will use them again. That hold could have caused serious issues had I not had the funds in the bank to cover it. Rick Tejeda (859)368-1561

auto check in doesnt do much good if you then have to wait in line for keys

Was checked-in by Craig. Friendly and professional. Highly recommended!!

The unit was what I wanted. The curtesy staff at the desk were not at all friendly and actually quite rude. A staff member who worked outside the desk area was friendly and helpful which made up for the other at the desk. A little more training in customer service is needed at this facility.

I can only access my storage unit During business house which was not how it was advertised. Had I known that would be the case I would not have rented this unit.

Counter help did the job but was not friendly or Very helpful And did minimal service. Staff outside the counter were friendly however.

Never recieved a code to get my stirage unit..We sitting outside this uhaul staorage an no code car loaded down..Theres nothing on any paper work

I have to ratings My pick up and my drop off My pick up was friendly, maybe not the ideal uhaul, but I would still go back My drop off in Lexington was the worse, after I stored my load, I drove back toward the office where I saw I guy sitting and I asked do I turn it in here,, now my car was still attached to dolly, and he said drop off is here you have to go all the way around the building to here, so I did, when I got out and he was still sitting down, took him 5 mins to get up and come over to me. He then said are you going to unload your car here, you could have did it there and pointed to where I asked him if this was the drop off, so now I'm getting upset, so I said, I asked you when I was there, we are all standing there, finally I said when are you going to take the car off the dolly or do you want me to move the truck again? He said that isn't my job it your job, no it isn't I didn't put it on I'm not taking it off, that's your job. So now he is loud and I'm loud, the other guy that was there said I'm getting the manager, so she comes and takes the side of her crew and said did you pay to have it taken off. You didn't even asked what happened the the rudeness of you employees. Again I didn't put the car on and I will not take it off! So she said she was calling the cops, ok call them they are going to make you take the car off the dolly, I then called customer service and complain and going to call the other number she gave me and complain to corporate. So while I'm on the cell with customer service they unhook the car half way and tell me to take it off their dolly and leave property. Now my biggest problem is about to happen. I get into the car and try to drive it off and your professional uhaul employees didn't unhook my car and my car was damaged by the dolly being still attached to my car. I will now have to go to a competitor and get a truck and a storage locker, because I do not want any of my money to go to that location or your business in Lexington, Ky.

The person who checked us in was not friend, and she was not wearing a mask, which shocked me. It wasn't until after I finished checking in that she told me there was an option to check in online. Also, during the check-in process, I had to answer all the same questions (name, email, phone, driver's license, etc.) that I'd entered when I first made my reservation. Why the redundancy?

I tried to let the front office my unit was clean and ready for rental but was placed on hold twice and no one every came back to my call. I finally cancelled my unit prior to my 30 day free offer but was charged the next month anyway. Keypad was always broken and I had to wait for someone to open the main door for me. One time they forgot to send someone to meet me at the entrance...

there needs to be a map of the facility on the outside. i didn't know where my unit was, because the inside units are labeled (the outside of the building didn't have any identifying marks) so i had to go back and ask for help re: which building??? only to come back AGAIN. because there was a lock on the unit. the rep advised me that locks are kept on the empty units. ok cool. but they already saw me, the same day, to purchase a unit. they saw me when i had to come back to ask where the unit was. and then a 3rd time to ask to unlock it. plus with the restrictions they stated that only ONE customer can be in the store at a time. i had to wait a very long time each time just to go in there to ask these questions. i did attempt to contact the 800 number. but the only thing they could do was tell me someone would call me back. which never happened.

There was 1 customer at a time in the store. I completely understand this is the new norm. But, that meant 1 person would take on average 10 mins to be served. Once, I got my storage unit there was on outside map to figure out where to find my unit. For all units inside....there's no way to find it besides asking. So, I had to go back and wait in line & they told me it was attached to the building. Again the garage like door was closed. Why not open it when they knew I was going to be moving? Finally got the garage like door open. Ok, now there's a padlock on the unit. Had to go back and wait in line to have them remove the padlock. There needs to be someone handling stuff outside and someone inside. So much time wasted trying to figure out where everything was.

Had a great experience, no issues, friendly staff and a reasonable rate for protecting my antique furniture and belongings until I could move it all into my house.

The Uhaul crew here is absolutely amazing and very helpful. This will be the only Uhaul I will be coming to and doing my business with.

Clean facilities, professional service

Very nice encounter

Customer service was great, everything went smooth. No complaints at all. Thanks!

Thank you

The manager and her staff are very helpful with Veterans. I highly recommend this business

Very nice and well worth it

Good people.

Awesome workers

I specifically stated I would like the biggest truck with a dolly and storage to match. I received my truck but no dolly. Received my storage but not even half size of truck. I don't work with measure

I received a call on August 1 or 2 telling me my boxes were in Lexington at the 1200 New Circle location. Over the course of the next two weeks no one was able to locate my boxes with no explanation

Staff lost original reservation. Lines too long. Hard to maneuver thru driveways.

Very nice storage unit. Waiting for someone to help us took more time than expected, but overall everything was great. thanks, Liz

Good customer service

Had a reservation personally changed with someone at office on phone. Got there and there was NO reservation, yet my name was in the computer.

Every time I came in or called on the phone everyone was very sweet and helpful, great group of people

Great fast service! Highly recommended

I did not like the fact that my storage bill wasbdue on 23rd of the month,and when i told them i would be moving my items out on the 30th they wanted me to pay a full months bill.

Bad experience all around. Policies are not fair and I feel like I was robbed of my money. I’m being harsh with this review because they don’t prorate move out billing.

Great experience

Nikita was nice and patient when I had a lot of questions. Maddison is a rock star. They made my experience nice when the other woman at the desk was snappy and unpleasant.

Overall good experience.

Excellent all around - especially the staff.

I rented a storage unit and a trailer I went home loaded the trailer and came back to the unit and had to wait 3 hours at my unit before they came to to take there lock off of it

From the front to the back, everyone was super awesome and the man that checked in the Uhaul was an absolute angel... Mr. James Richardson I believe 🤔

The staff was very helpful, and they accommodated my requests without any issue. I'd definitely recommend this U-Haul location.

Picking up a pod

Awesome

The u haul employees were very professional

The staff were helpful and courteous at all times. The place was so busy that they did not always give me the assistance I needed promptly. It felt that everyone was spread way too thin.

When we arrived at this location to store our belongings, we found out that the large size storage unit we reserved had been given away to a walk in and we did not have any option that was big enough.

I had reserved a 10 x 10 climate controlled storage unit. When I arrived on Sunday they did not have one available. On Friday when I picked up some rental blankets they confirmed my reservation.

I was told that I could unload my Uhaul until 9 pm at the indoor facility, but they locked it up at 7. The crew was just sitting there , they got my storage areas wrong. The unit they assigned to me w

Because of the bearing going out of the truck we used TOO much gas and time getting to our destination.. But the people were friendly and very considerate every time we spoke to anyone!

The people we worked with were fun and extremely helpful and we will use them again should we be moving again!

Excellent customer service. Madison is an asset to your business.

When I got to the facility they told me I did not have a reservation and explain to me that our reservation didn't guarantee me anything I ended up having to get a larger unit and pay more

I was surprised how the facility operated I would recommend this to anyone the personnel were very pleasant.

great experience

Excelent service, nice staff

This is a really bad experience and I will not recommend it to anyone. The place never answer phones. When I try to access, it is never ready. The manager is very rude.

I never received anything less than professionalism and courteous responses from any staff member.

Long time waiting in line for service.

Great customer service

Many problems with management and staff regarding storage from 1 way rentals. Never given access card or instruction for storage access. Horrible customer service, staff attitude and constant issues.

My U-Box held from pickup by Moving Help. Low rating due to lack of effort to resolve the issue (a $10 issue). Did not call me and refused to answer their phone (5 calls). Had to drive 30 min to fix.