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ARACELY RCustomer Reviews for U-Haul Moving & Storage of Lexington
Testimonials From Recent Customers
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None. Staff was friendly and helpful. Was a great experience
ANDREW KOver priced
James H | Overall ExperienceThe biggest thing that needs to be done is to update the system so that it's an easier process on the employees and the customer. As much money that U-Haul makes, I would think that they would want to put money back into the business. It took me about 3 hours just to rent a truck and trailer. The app is no better unfortunately.
JULIE DEverything is wonderful… thank you so much.
JAELL DHave a clause that prohibits smoking in any of your vehicles
DOMINGO LThe tires on the U-Haul trailer were either out of balance or warped. I could not drive over 50MPH without getting into an unsafe vibration. Driving 260 miles at 50MPH wasted an extra hour of my day.
David CThe associate who helped us with our rental was kind courteous and knowledgeable
TERESA AI was charge for equipment that we didn't ask for or received and then try to charge us for a dolly we didn't ask for or bumper pads we didn't ask for.
ANTONIO BTrailer brakes were malfunctioning. Under heavy braking it would lock up and release repeatedly. I've used these trailers before, it shouldn't perform like that. Without service this trailer will damage someone's vehicle at the least, and get someone hurt at the worse.
DALTON PGreat customer service .
Daniel TIn and out easy with professional attitude
KEVIN BThanks u all R the best
KSAYN LSeems as though this location is going downhill. Also, the 15' truck/van I just rented didn't have AC once you drove over 40-50 mph. Considering I was driving to Pikeville and back yesterday, I was pretty HOT the entire trip until I stopped at the few right lights I had. Once stopped, the AC kicked on. When I started driving, the air slowed down and slowed down more until my speed reached over 40. If I were going up a hill and giving more gas at take off, the air would shot off sooner.
DANIELLE HHorrible customer service. It felt forced to even be nice. The place smells like stale marijuana.
MINDY HMy only concern is the up keep. Hard hear truck shift. On top of the rubber door part keep coming off but still recommend
Mary SYou’re the best when it comes to your customers to see them happy about rental and what they needed THANKS so much.
ANDY CTrina was very helpful!
NATHANIEL IThe entire process was very well done. Professional staff helped me get my truck, answered all questions, and were extra efficient. From start to finish, I was very pleased and impressed. ¡Gracias!
JAMES MI turned in a truck after hours on 7/29. On 8/21 my ticket is still open and deposit not refunded. I have no idea if I owe them money or if something went wrong. I never got a call from them. I call customer service and they don't know why the ticket is still open and puts in a request for the store to close it out and either refund my deposit or describe fees. The morning of 8/24 I get an email that the ticket has been closed out and I am owed $100. I call customer service back and they tell me I have to go to the location to get my refund. So I drive down there and they say there is nothing they can do to help me unfortunately and tell me to leave. So that's great. My fault for being entitled. I'm sure they need the money more than I do.
Leslie MNothing everything was great
BRYON WLet the customer know that the truck has a governor on it and it won't go over 75 mph. Tried to pass someone on the highway and couldn't do it and got stuck in three lanes of traffic.
JAY PMore available parking.
Debra WExellent jelp from Tyavius T. 10 out of 10 would recommend to a friend.
MICHAEL BEverything was great
MARK BAlways friendly, quick and thorough. Helpful with moving my UK student in and out
CRAIG SThere is very little customer parking at this location. The employee that did the contract was very nice and helpful. The employee that brought the truck to us was very rude. I was taking pictures of any damage that was already done to the truck and that there was no dolly or furniture pads. There was lots of scrapes and some dents on the truck. When he brought another truck around he very rudely shouted that I didn't have to do that.
MARION WTruck bed had some greasy slick substance on it that caused the moving help I Hired to slide when loading. I had to use good sheets on the floor to gain traction.....needless to say, they were ruined.
JOHN MThe truck was falling apart. The oil light was on the entire time. They told me to ignore it. They charged me for insurance and never asked me if I wanted it. They claimed that their printers were broken so I received no paper work.
MICHAEL TI admit to being very pleased with my pick up location and the staff who helped me with reservations and pick up. My issue is the charge for two days when I could not return at the same location in one day. Having the possibility of 99$ vs the $340 seemed excessive.
ERIC HPosting a sign for the location of the "Key Drop Box" would help for customer returning after hours. Gracias
JAMES DEverything is perfect!
Yuyang S | Overall ExperienceI did not receive the utility dolly that I had paid for. Besides that, I did not have an issue with this location.
KRISTA-ANN PEasy and super friendly!
Courtney HThe customer service here was absolutely the best I have ever received. I am super happy and satisfied, and SUPER appreciative that even with them being as busy as they were they were still so nice and respectful.
ASHLEY RI ordered a dolly got home and had to go back, and they did not have one, they searched and searched ,them had to give me a display one.
Cheryl LPossibly making instructions more clear when it comes to where the customer needs to park the truck upon coming back. The lot was full and we weren't sure where to park until an employee told us there was a different section to return the vehicle after we parked it to go inside and return the keys.
Holly LDifficult to find someone for drop off .
ARTHUR RChecking out took a very long time. Employees were nice and apologetic.
ANTONY PI was shorted a dolly. Otherwise, customer service was helpful
Connor EI tried to explain that the Saftey chain had broke and that one brake light was out, but I was brushed off. Nothing was processed at time of return. I was nicely instructed to back the trailer into a parking spot. Trailer was quickly detached and I was instructed I could leave. Upon trying to tell the employee the issues I had noticed. I was brushed off. I have no issues backing a trailer into a proper location but would like to think uhaul is interested in maintaining its fleet
BENTON VTHE DAY I CAME IN THEY WERE UNDERSTAFFED AND THE LADY WORKING DID EXCEPTIONAL FOR OPENING THE STORE AND RUNNING THE FRONT BY HERSELF. SHE WAS CURTIOUS AND DID THE BEST SHE COULD. SHE ALSO OFFERED A DISCOUNT FOR WAITING IN LINE. I CAN'T COMPLAIN. THANKS UHAUL.
ASHLEIGH MI booked my Uhaul reservation to pick up a 10ft truck at 8am 3 weeks in advance from a location <5 mins from my house. I paid in full, and also booked movers through the Uhaul site. My movers were set to arrive at 9am. The day before I was supposed to pick up the truck, I recieved an email that my reservation had been changed and I would be picking up a 15ft truck on the other side of town that would not be available until 11am. We were also pulling a trailer, so the length of the truck was crucial so we would not be the length of a semi and with the movers coming at 9, this combo did not work. I did some calling around within Uhaul and they were able to locate a 15ft truck that was 45 mins away from my house. We agreed reluctantly. Then, the morning of the resevation, I recieved a call there were no trucks in the area except for a 26ft truck. Remember, I had already booked and paid for my reservation weeks in advance AND was bulling a trailer. We went to pick up said 26ft truck because I had to have something since my movers were set to arrive within the hour. When we pulled up to get the truck, we saw 6 10ft trucks in the same lot!! I called and demanded a smaller truck since they were willing to adjust my previous reservations, there should be no issue altering another. They then switched the reservation to the original location I chose for a 10ft truck, but the reservation time was 15 mins past my original requested time. All it took was for someone to say I could get the truck at 8:15 instead of 8, and all of this would have been avoided. An absolute nightmare.
RILEY SThe staff helped me and the check in process was effortless.
Ryan MThe guys that were working there were very scary people. i think they were on drugs of some kind. the man through his water bottle on the ground and when he took the trailer off my truck he just let it drop right on the ground. just very different.
john zThere was no one there to help. The lady at the counter was trying to do everything because the 3 guys working couldn't be found for 15 minutes.
ALLEN DOther than me having to mop out the inside of the trailer it was otherwise pretty good
RANSOM GThe only critique I have is that upon returning my rented vehicle at 9am (which is when they open), myself and I counted 12 other people stood outside in the heat, waiting and no one opened the store. I got frustrated and just dropped the keys and left at 9:20. Not sure when the door/store actually opened.
Katrina DVery easy transaction. Well maintained facility. Very busy, but not an overly long wait. The reservation I made online was ready to go on time.
Paul BPulled into the return equipment area, was waved to by a staff member cleaning the cargo box of a returned truck. I waved back and gave thumbs up that I understood he saw me and would be with me in a just minute or so. He finished up, saw the trailer and directed me down the side, since the cleaned truck was still parked. I told him what I returning and it was a "One way" rental. He had me wait a moment and had another individual more familiar with these assist. I followed him, backed it in and he unhooked it. He did a return inspection, completed it on his phone? or similar handheld device and I received the email equipment return receipt within seconds. He thanked me for the business and appreciated my mention of the worn tires. Great customer service from both team members at this location.
Eric RWe didn't get the dolly we reserved and the truck's AC was not working. The truck alignment was also off
Logan GThe young lady who ran the front desk was awesome! She went above and beyond to Accommodate me as well as others.
Bradley SVery quick in and out for drop off.
stepnaie sLocation is convenient. I returned the vehicle with an extra quarter of fuel and staff would not provide me with a reimbursement/voucher/compensation/anything besides a vague 9.99 that the check-in person was to know about but didn't. Staff was courteous. On a side note regarding U-Haul in general, when a person makes a reservation days in advance, it would be great customer service to have the reserved truck at the designated reserved location. I had to change sites the day before my reservation because a U-Haul in-store location didn't have the truck but a partner location did. What's the point of the store then?
Manuel PTried to cancel but due to a holiday they charged me for another month after the main customer service told me that it would be cancelled with no charge!
Jessica M | Overall ExperienceTrina and the staff at this location were awesome!! Hassle free and very friendly! I can appreciate that type of customer service. Trina was quick to assist me as I reside in California and son just relocated to Lexington (she made it easy for this worried mom). Thank you!! A happy customer:-)
Nora L | Overall ExperienceStaff, although busy, were welcoming and friendly. Storage lot was spacious. Lots of options and fair pricing.
Jessica M | First ImpressionsStaff was friendly as possible bit website was totally inaccurate on the a availability of units
Ken W | Overall ExperienceThe lady is very kind and helpful and the whole process is running smoothly. Perfect!
Yuyang S | First ImpressionsI had a bit of an issue with the storage unit I had initially reserved, but Trina and everyone who assisted, Brittany and Brooklyn were very helpful. Trina went above and beyond to accommodate me and my son. I am very pleased with the kindness and customer service she provided. Kudos to her and the girls!!! I appreciate you all. Keep up the great work!!!
Nora L | Overall ExperienceThe unit that was listed as available online had none anywhere with tn 50 miles. Totally unacceptable
Ken W | First ImpressionsThe general manager and her staff were beyond amazing and helpful. They answered all my questions and trust me, I had a lot of questions. I would definitely recommend this U-Haul to anyone.
Markita B | First ImpressionsForgot the guys name and he was there on new circle rd that was the best experience with a storage place ever on my life I just want to give u -UHUAL A 10 you all were excellent took in care of all my needs in getting my own storage unit for first month free and lock you all are awesome thanks have A GREAT DAY !!!!!!!!!
Micky G | First ImpressionsI prefer u haul above all other storage places. The employees are friendly and the units are clean. Prices are reasonable
Ken H | First ImpressionsThis team of workers worked over time to make sure that I had everything that I needed with my truck and storage from the store manager to the workers I love them I’ll always come to New Circle Rd Uhual, Thank you Trina, Traci, and the other two I forget the mother and daughters name but I’ll always be grateful.
Robyn C | Overall ExperienceI've had to use a storage unit with another company before and it was awful. The experience I had with Uhaual and in speaking with the gentleman was absolutely the best customer service experience. Kudos the manager and to all employees especially Trey.(I think that's his name) at the U-Haul at 1200 E New Circle Rd. in Lexington Ky. Great customer service starts with management.
CARRIE C | Overall ExperienceTrina Hurst at 1200 new circle road new circle road needs a raise or higher position or something.
CHRISTOPHER H | First ImpressionsU-Haul is always my go to for truck rental and storage!!
Diana N | First ImpressionsI was very pleased with the service I got thank you best service I got since I moved to Lexington
ANGELA J | First ImpressionsEveryone there has been beyond friendly and helpful every time I've rented a trailer. Even with the storage unit, they went above and beyond to fix something that was a glitch not on their end! I will 100% be keeping my storage unit with them, as well always rent any trailers I might need in the future from them!
Madeleine G | First ImpressionsThank you for assisting me with the purchase of two units close together to be set up as 1 monthly payment and providing me with 1st month free on the 2 nd unit as I really initially desired a larger unit but a larger unit was not available at that time. You were very fast and efficient and also provided a lock with the 2 nd unit for free. My family is very grateful for all that you do. Thank you, again.
TIERRA G | First ImpressionsI was treated with respect by staff, yet I had trouble with the storage entrance door card reader and the the storage roller up door got stuck also. U-Haul Staff Mr. Tracy was so helpful in getting everything worked out. The staff was awesome and my move in was great.
Lawrence C | First ImpressionsAlways friendly
brian r | First ImpressionsCustomer service was great
Greg E | First ImpressionsQuis is the help I have ever had from UHAUL
april m | First ImpressionsGreat people
brian r | Overall ExperienceChecked in online-the storage unit was occupied. Called the facility and was put on hold for 15 min-walked up and 2 employees were just talking. They couldn't find an empty unit. I found one and asked if I could have it and they said it was rented to someone else. Eventually they gave me that unit and said it was a mistake? Didn't get a lock for the unit-bought my own- and will be moving out ASAP. Went to turn in my U-Haul key and no employees could be found. It was 1pm. In regards to the U-Haul, I was first given one that had a parking break issue-a voice came on in English and Spanish to tell me to turn the break off every 30 seconds. I went back and said I had a long drive-it wouldn't work (the employee told me it would go off once the vehicle was started-it didn't). Then I got a U-Haul that doesn't have working headlights and didn't realize until I was on the road in the dark. After all of that-I still wasn't going to complain-but the mileage was put in wrong-I drove a total of 500miles TOPS and they charged me for over 3,400 miles!!!!! I can't do anything about it because it is Christmas but now my card is charged over 3k instead of $600. I am beyond livid and upset. There honestly should be a 0 star option
Kinsley K | Online Move InThey will treat you right!!
Dana A | First ImpressionsExcellent customer service from Mr Pringle
Kathy D | Overall ExperienceThis is the best service I have ever got from any where I have used UHAUL and I have used them all over the USA! Quis and the gang at New Circle are like family and the service is the best by far because these people really care and try to do amazing things for you! I wouldn't go to any other place in Lexington!
april m | Overall ExperienceStaff was very friendly, kind, patient, respectful, helpful, and treated me like family!
Kelsey B | First ImpressionsAll the staff were so friendly, kind, understanding, respectful. Great service. If I could give a star rating of every star in the sky I would. Que treated me like family. Best customer service I have ever experienced! If I could have gave a tip I would have. Words can't explain. He answered all my questions and was very polite, patient and professional. I will definitely recommend to my friends and family to go to Que. I asked if he had a business card but I guess regular associates don't have one. If you all ever have a lead position open and Que is interested he would be perfect as a lead. Thank you Que is all I have to say!
Kelsey B | First ImpressionsThere were so many trucks and U-Haul equipment, it was hard to get to my unit. It was like a maze. I had an end unit, and there was a lot of trash around it.
jackie g | Overall ExperienceGreat employees and very helpful!
kristina l | First ImpressionsThey had no idea what was where and I was assigned a closed storage space and none had locks
april m | First ImpressionsEveryone was pleasant and helpful
Rene F | First ImpressionsI will not prefer to go anywhere but east new circle location
Karlisha B | First ImpressionsThe experience was exceptional.i didn't have any trouble finding my unit I was able to move right in no problem.they made everything easy .thank you u haul
loudinia s | First ImpressionsGeneral Manager Velana Drew went above and beyond to be accommodating and helpful. Appreciate her very much!
Lisa M | Overall ExperienceHard working friendly staff
Aristea R | Overall ExperienceThis unit was closed, I never used it. The size unit I needed was not available at this location, so I was moved to the new location. This location should have been deleted off of my account. An employee at the desk was offering round locks, that had been opened and the keys were readily available to anyone, including the employees. There was no feeling whatsoever of any security at this location due to this fact
Dan R | Overall ExperienceI've never had a problem with UHsul. Nothing negative to say.
Darla K | Overall ExperienceI had did a reservation online and it was not available, had to wait to get a unit, which was an inconvenience since I had hired movers by the hour, to unload my U-Haul, but the cashier was very helpful and found me a unit. I ended up renting two since the online options were hard to visualize the right size, the online size and what actually was needed was way off!!!
Nancy B | First ImpressionsReceived my u-haul an hour after reservation time but they did accommodate for it with a larger truck for the same pricing.
Sandra F | First ImpressionsAwesome team working at U-haul
linda b | First ImpressionsI will definitely use this U-Haul facility for equipment and/or storage rental again in the future. Great staff, I can't say enough kind words for their assistance.
WILLIAM B | Overall ExperienceBoth gentleman were excellent and went out of their way to help me. I appreciate them making my day easier .
ANJIL M | First ImpressionsFront desk personal ver professional
brian r | First ImpressionsIt seems your a bit understaffed but all we’re friendly and helpful.
Regina B | Overall ExperienceSuper clean and secure storage facility. Highly recommended.
WILLIAM B | First ImpressionsThere was no inside light.
Stephanie S | Overall ExperienceStaff is very helpful on getting me my 30-day free rental with cross-country move quick easy fast
ERIC G | First ImpressionsI don’t understand why you works have to pay the whole months rent of storage if you move out before the 15th I don’t recommend anyone to get a storage from you.
robin c | Overall ExperienceEvery time I've been here (3 different moves), I've had problems. I've spent four hours here over the last two days. This office is poorly managed and extremely slow! People waiting in line to purchase supplies have to wait on others who are renting or returning vehicles. The self check out app doesn't work, so those people have no other choice but to wait. I reserved my storage unit online, went to the office yesterday to get the lock and complete the remaining paperwork. I waited in line an hour while only four people were waited on. The guy told me the lock was inside the unit and gave me a map to get to it. I left to get a truckload of stuff and returned after hours, only to find that unit already had a lock on it. I had to drive my load back home. I returned this morning, waited in line another two hours with five people ahead of me. The online system was down and the guy had to walk back and forth to find a unit that was empty. He replaced my 10x20 with two 10x10 units. He was very polite and apologetic. It is ridiculous that a company as large as uhaul has this many issues. My last move, they didn't have the truck that I'd reserved and I had to drive across town to get it at another location, while the movers I'd paid by the hour were waiting at my house. My move in a few weeks better not have the same problems. I'm giving uhaul another chance and so far I'm not impressed.
Millicent W | First ImpressionsI recommend this place.
Juanita G | Overall ExperienceChecking in took 35 minutes and the staff was not friendly, neutral at best
TRISTAN G | First ImpressionsVery professional. Very helpful. Very fast and stayed on time with me keeping bills updated. Enjoyed the staff. Sooooo helpful. Extremely happy with the new circle rd Uhaul. Family friendly. Funny always brought laughter. Thanks guys.
Simone S | Overall ExperienceStaff is very helpful and professional
Aristea R | First ImpressionsYou have the most friendly, well mannered employees. I continue to only use that UHaul location because of the employees.
ANGELA S | First ImpressionsThe guys that work at this location are amazing and super sweet. They went above and beyond to help me.
Terra A | Overall ExperienceExperience was great.staff veriy helpful!!
Larry H | First ImpressionsThe manager Velana Drew was very very nice she's excellent great outstanding I just love her she took her time when I spoke with her over the phone and when I was in the store she was even better talking in person
Keith H | Overall ExperienceHave appreciated how clean and safe the storage facility is. Do keep up the good work.
KEVIN F | First ImpressionsEverything seems to have gone just great.
karen M | First ImpressionsMy unit was not cleaned out, my locking mechanism is hard to move. I wasn't impressed.
Daniel M | First ImpressionsMy truck broke down causing me to get a hotel room at 120.00. They repaired my truck. I hope some kind of discount can be given to me for my costs.
Mark P | Overall Experience