Brooks and everyone else always provided the best customer service anyone should expect. Always helpful and always polite. One of the best customer service experience that I have encountered. ¡Gracias!
Monique B | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Masterson Station
Testimonials From Recent Customers
Los comentarios de los clientes son muy importantes para nosotros. Utilizamos estos comentarios para guiar nuestros esfuerzos y mejorar nuestro servicio. Todo lo que sigue es directo de nuestros clientes, sin ningún tipo de filtro o edición por nuestra parte.
Los comentarios sin texto actualmente están ocultos. Mostrarlos como visibles. Ocultarlos
The Manager Brooks is very helpful and knowledgeable and he has helped more than once on my move into Lexington. Now he and his associate Alicia have been nothing less than very helpful in helping me secure a storage unit and help with the moving transition from my home to the storage unit.
Joymarie H | First ImpressionsThe lady there was not friendly
SONYA TGreat customer service from them.
BRIDGET GTried to rent me a truck with less than half on the gas tank. And the mileage was off buy 100 miles.
B LStaff is always helpful and kind. Facility was clean, however I did find mouse feces in my storage..there shouldn't be any rodents in my storage I didn't have an infestation moving in wouldn't want one moving out.
JaSeana B | Overall ExperienceEven though the truck was dirty and needed to be serviced it got the job done. The customer service was excellent and they were very helpful and friendly. I'm grateful!
KATHERINE RI got charged $30 for them to clean the truck out that I already had to buy a broom and sweep out we swept out both trucks there was a couple pieces of styrofoam balls on the floor in the back it rained for the two days I had the trucks and she took a picture of the floor being wet and the styrofoam balls the truck had a couple pieces of pea gravel and some screws and furniture parts in it when we got them I had to sweep them out before I use them and I get charged $30
ADAM TCalvin and Alvin were so nice and very helpful!!! Thank you both for all of your help!!!
CINDY MAll was as expected and well maintained so no suggestions here
VANEA HPoor customer service, poor attitude. Went to pick up trailer, no one in office. When lady did show up, she was clearly annoyed I was there. At no point did she ever say hello. She was gruff and unpleasant during entire process. The guy who helped me hook up trailer had headphones on entire time. I had to ask him questions 2 or three times to get his attention. I've worked in customer service 30 years. If these were my employees they'd be given remedial training and if they did not improve, I'd fire them. They represent your company! They showed zero professionalism and had a teenage mentality.
JAMES SI never received my refund
sequila h | Overall ExperienceThe staff is great. Maybe have the parking for longer trailers at an angle as it is kind of tight to get long trailers in a perpendicular 90 degree spot.
WILLIAM HNothing, stay the same. My favorite location to rent from because everyone is so nice, and accomodating.
WANDA MAleisha and Brooks were awesome. I locked myself out of my truck like a dummy and Aleisha went above and beyond and ran me to my house to get my spare key. They saved the day! Thanks again!!!
KELLY TAll very good; returned after hours but have used previously and staff was very good.
DALE PHorrible experience
tamiah mI remember from this location regularly for my business only because it's so convenient. Employee and owner are always rude. They act like it's an inconvenience to help you. Rarely say thank you. If I need a truck, they will make you walk across a big parking lot in the rain to make you find your own truck. If there was a better option, I would never return. To this location
DOUGLAS BCorporate needs improvement. They could learn a lot about customer service and treating people with respect from the people that work at this location.
Allison MPeople at the pick up location were awesome. So friendly and knowledgeable. The spot to from.
ROBERT MThe truck we rented needs work. The gas saver gauge wouldn't stay out of red. The dash lit up like a Christmas tree. The truck used so much gas it was insane.
Andrea RLove the people
VICTORIA H | First ImpressionsThe facility was Shay's clean and the hours were convenient. The staff was super friendly and helpful. I would recommend this facility to anyone!
Carmen M | Overall ExperienceFrom the beginning the experience was awful. Every time I opened the door of my storage, the alarm would sound. Every single time. They did not set up my information correctly from the start. The staff is NOT friendly, they are aggressive and rude. This is the second time I use this location. The first time in 2021, a completely different experience. The first time I recommended this place to my family, my mother and a friend rented, and both of them are out. Three people in less than a month. The place is going down the hill due to this manager and his staff. The only person that is helpful and friendly is the man that is on the grounds at night. He is helpful, approachable, and kind.
Jose R | Overall ExperienceI would have kept our unit but you continued to raise prices every few months.
Lance W | Overall ExperienceThe customer representatives while helpful seemed bored and unhappy with their jobs - expressed no enthusiasm for U-Haul.
SAMUEL HYolanda was great! She found me a trailer when the other one's lights weren't working. She was super helpful and made multiple trips to and from the trailer to help me get hooked up!
Bryce TN
SHERRIE HIt took me forever to get the trailer I needed, 4 different attempts on phone. It was truly a joke to reserve the trailer I wanted !!!!!!!!!
JAMES LDriver kept speaking about how difficult the jo. Was and how underpaid he is
lisa gNice smooth transaction, fellas working the desk know what they're doing and got me in and out and hooked up quick. Great experience
JESSE MI was very pleased with your service. The driver that delivered my pod placed it just where I wanted it. He made sure that I could get the lock off of it before he left. Al the phone calls and emails kept me on top of everything that was happening. Thank you for your efficiency.
Sandra BFix that god forsaken app. That is the most unusable crap I've ever encountered. Not user friendly, practically unusable.
Zachary GThe staff here made me feel welcome and that my storage needs were important. I'm storing my moms belongings because she's entering a nursing facility and that's already tough, but they were hands on and made my experience great! The facility is well lit and clean. I appreciate them and highly recommend.
Adrianne B | Overall ExperienceBathrooms need to be touched up more often. There isn't any paper towels or handsome available.
Thea M | Overall ExperienceMake sure the truck is available. We had to drive to a different location because they did not have the truck we reserved
Amanda HThis location installed my hitch exactly as described. I had another location inform me that they had no one to install a hitch when I arrived for my appointment.
Pell WIn St Augustine, I was charged $211 for a delivery fee which is normally $99. Please reach it to me to address, ty.
Paul JWe were told the day before our rental that the truck was not available at our original location and we were directed to another location that was about 8 miles away. We had a 7:00am pick up time set up. When we arrived at the new location, we found that no truck had been assigned for us to pick up. We called the customer service number for assistance, and a very helpful lady assisted us. This location was not set up for 24 hour pick up like we needed. She found us a location that was about 1 mile from our apartment that was open and had a truck ready for us. That pickup went very smooth and the rental agent was very courteous and helpful. It was very stressful to have been directed to a location over 8 miles away and then find out they found not help us. Whoever set that location up obviously didn't look closely enough to see that we needed an earlier pick up time that what this location could provide. This added extra stress to the start of the day that was unnecessary. Even though things worked out the extra stress could have been avoided if your agent did their job and sent us to the right location.
DAVID PThe closet boxes don't really work. I was able to return one because i never opened it since the first one didn't work. but i wasted $14 on the "closet" box and the pole wouldn't stay across , one side always fell down, while carrying so all my clothing was off of the rack /falling off the rack
briana fBrooks is a super manager as is the whole team. I could not find a better facility anywhere!
DONNA BThank you for excellent customer service and accommodations with our last minute move!
KAREN DClean out the trailer.
Scott VThe lady at the front who checked me in was distracted, almost rude and not helpful at all BUT The gentleman who walked out with us to get the trailer we rented was very helpful and had a great customer service attitude!
William AEverytime we needed help and/or info, the staff did not respond in a helpful or friendly manner. Due to this poor service, we decided to move our business to another company. To top it all, even canceling was difficult. We informed the staff in person on June 17th and July 13th. We vacated the unit July 13th, and yet uhaul tried to charge my bank account July 15th. On July 20th I receive a letter and an email requesting payment and charging me fees for late payment. We went again to uhaul in person, canceling one more time. I really hope this one is final. I have used uhaul since 2002, multiple times, both in Ohio and Kentucky. This one will probably be the last one. It has been a terrible, frustrating, and dissapointing experience.
ELA M | Overall ExperienceThe team was great and very accommodating
LeRon CChange nothing about this location. I think I have interacted with most workers at this location I find them extremely helpful. I drive 30 miles to go to this location when I need a truck or trailer. Gracias
JERRY CYour manager was nice and helpful
mary G | First ImpressionsThe employees were very professional
Kelvin J | First ImpressionsVery helpful and nice staff.
Anthony G | First ImpressionsGreat customer service, A++++++
Larry MWhen I arrived, I was told I had to use a credit card and not a debit card for my reserved 15 foot truck.. I called my son to come with his card and a different person helped me and said I did not need a credit card, a debit card would work. There were only 2 people working, so this took an extra hour to complete which made my time moving more in the heat of the day. On top of that, the air conditioner didn't work in the truck and the passenger side mirror would not stay in place making it difficult to change lanes.
Michelle KPickup was fast and friendly. On return we had to wait 10 min or so which could have been avoided with more staff or better communication about the procedure.
Thomas ZI always use the Merchant Street location because of the courteous service and respectful employees. I have never had a bad experience with these guys. Thank you all!!
Steve JThis location was very helpful to suggesting the equipment I needed. They were professional and very involved in ensuring that the trailer was hooked properly to my truck.
Roberto RNa
Meenakshi VAt this time, I cannot think of anything😌.
Sharon CWonderful group of employees, fast friendly service. Will always use this location....
Larry MGreat service, highly recommend
Nicholas LI dealt with this location before and it's very well maintained and friendly helpful manager.
Maher SCustomer service/ reception was so rude. They just stared at me upon arrival and offered absolutely no greeting whatsoever. I felt judged as an idiot when speaking to the front desk "help." They didn't walk me through the paper work or return instructions. This is the second time I have used this location and I will be using another one from now on. The van was also dirty upon pickup. Windshield was filthy inside and out, definitely not cleaned between guests.
John SI had a few issues here. The staff rented a unit to me. The next morning, I came to unload my belongings, and it had been locked. The staff said they rented it to someone else. They gave me another unit, which had settled the matter and I was satisfied, even though they'd expressly told me it was my fault for not locking the unit. They said it was store policy, but it'd never once been communicated to me, neither orally or in contract. The next three times I came to access my unit, there was a padlock barring my entrance. I'd forgotten to pay. It was my fault. I paid promptly. It was removed. I turned on auto-pay and never missed another payment. The lock was put back on. I complained multiple times over the phone but the next week I came back out and it was still on. Then it happened again. The staff, especially the manager, never seemed to care. No one ever apologized or offered a single dollar to compensate for the fact that I drove 3 hours from where I was staying on 2 separate occasions and was unable to access my unit due to being after hours and locked unjustifiably. I cannot accurately put into words how bitter and angry the larger gentleman always acted. The staff argues and yells at each other and acts as if they are burdened by the customers that pay for their service. I never encountered a competent or friendly employee. The day I moved my belongings out, the larger gentleman wouldn't talk to me or make eye contact, he just walked over and unlocked it slowly. As much as I want a refund, by any indication of how this business is run, I'm not holding my breath. To clarify, I've never had a bad experience with uhaul before this. It is just this location and the people working in it. I moved my stuff to a competitor because I couldn't handle not having access to my unit at any given point.
Josh J | Overall ExperienceAll went well with return - location was super convenient and easy to navigate. We returned using the app but it closed out before got all pictures submitted. All was fine and we have pictures if needed.
Scott QThey mistakenly thought we didn't return the truck with the original fuel level and charged over $30 to add more. Upon addressing the matter, they only refunded the "promissory amount that they over charged my deposit, instead of refunding the fuel charge. And now, I am forced to wait until Monday, 3days after the rental, to address this again with the GM to get the remaining refund due. Had this been handled properly in the first place it wouldn't have lead to this confusion that tied up my money and caused unnecessary stress. Even the customer service agent I spoke to at the main number didn't seem to know what she was talking about. If I was to consider a root cause approach here, I would say that there are major training issues at UHaul.
Andrew SBrooks is that guy! Customer service was great!
Jon TVery courteous work done well would definitely recommend and go bak there.
Barbara GSuper service
BASSAM AExcellent experience from start to finish. From the people in the scheduling offices, to the forklift drivers/U-BOX deliverers, to the people at the main U-HAUL help line: the people are what made this all work so well for me. UHAUL is fortunate to have every one of them and I am grateful for their help!
Geoffrey AI did my app pickup, and when I tried to pick up the truck the representative told me that the truck (which was on site) was already reserved for someone else, so I had to go inside the office for them to assign me a complete different truck, which took about 40 minutes between the cleaning, documentation, etc. Also, I did not received a copy of my receipt or the documentation related to the gas and milage, and had to take a picture of the screen instead. At the end, while I was 9 AM sharp to pick up my truck, I ended up on a need to extend my rental for an hour because I lost that hour due what I consider administrative issues, hour that of course I had to pay from my pocket.
Jose EThe staff here are always great! They are friendly, helpful and knowledgeable.
IRENE DExcelente servicio al cliente
Tawnya LDidn't get my 2 utility dollies, went back the next day after pick up and they gave me 1 furniture dolly. It would be nice to know if the location doesn't have the equipment the customer pays for.
Margaret RKeeping the staff at this store is your greatest asset. I couldn't use the website for my to reserve the trailer. Useless website wouldn't load. I called this store and they were able to help me with the reservation. Brilliant staff and so helpful with everything. I have bad knees and they secured the trailer for me. Thank you for their service
Sachiko YTires had low air and warning on dashboard. I still have not received the receipt. When i booked online i did not select the insurance but i got charged for it. Wondering the lady at counter added it without asking me.
Allauddin MMegan is always great and professional.
STEVEN V | First ImpressionsThey went above and beyond.!!!! Wonderful wonderful customer service.!!!
Jerry MSpecial thanks to Alicia, who was so helpful. Excellent customer service!
Jamie M | First ImpressionsRates are higher than competitors
Stephanie W | Overall ExperienceMy number one stop for uhal!! Always fast and friendly service. Building is always well maintained.
Jaseana B | First ImpressionsGreat service !!! Friendly group!! Only thing was the trash was full in the building.
Brandy C | First ImpressionsThis place has staff that are down to earth. Helpful and understanding and will do anything in their power within reason to help you. I recommend anybody that's looking for a clean facility, and professional staff to come here first. Don't call any other place; this is the one for u hands down
terrycus c | Overall ExperienceThey went above and beyond. Brooks St.Clair was very helpful.
Brooke B | Overall ExperienceAfter losing 90% of my possessions in an electrical fire,, I was directed to get a unit and put my remaining things in a unit. I was told that it was to be paid for by my landlords. I paid as much as I could until I was broke. I was locked out of my unit after spending probably $4,000.00. never was I called or able to speak with anyone. But you all made sure I was notified about the unit being auctioned off for $45.00. you all really don't know how much that stuff meant to me. And for 45 bucks. Awful.
jeremy d | Overall ExperienceThe staff at U-Haul Moving & Storage of Masterson Station were extremely helpful and tried to make a bad situation better for me, however there was not an acceptable solution. None of this was the staffs fault, I want to make that clear, it was all because of the system/higher up management. I reserved a larger storage unit over a week before I showed up with my 15 foot truck to move into my storage unit. I was told when I arrived that they did not have that storage unit available, and that I was also the 3rd person THAT DAY that this had happened to. The very kind employees there offered me two 5x5 units because that was "all that they had". I did not have anywhere else to go with all of my stuff and was exhausted from hours of driving so I agreed. I should have realized that 764 cubic feet of my belongings was not going to fit into 400 cubic feet of split up units. My mattress would not even fit into one unit they were so small. We moved what we could into the two units and called it a night (it was like 9pm at this point), and the next day I purchased a very large unit at Extra Space Storage and moved the rest of my things into there. I do not understand why I was able to reserve and pay for a storage unit on U-Hauls website when in fact there was NOTHING available. I would call this fraudulent and a bait and switch. Do not recommend.
Hannah P | First ImpressionsI have had my unit awhile now and all the staff is so helpful, knowledgeable and friendly. Brooks St. Clair has went up and beyond to help me if I needed anything! I highly recommend renting from U-Haul the Leestown Rd location!
Adrianne B | Overall ExperienceThe staff were amazing and very professional.
Shannon S | Overall ExperienceAlways clean, always dry, staff was helpful every time we needed something. Strongly recommend!
Steven P | Overall ExperienceI was told by a lady in the office that it would be fine to go to My Son's Dr appointment and drop off the truck at a later time. I was charged 82 dollars late fee that I was not made aware of Staff was friendly but not so helpful as far as return time. I was charged 82 dollars for less than 4 hrs after the original time for return
Sondra D | First ImpressionsBrooks and His team do phenomenal work and we refuse to go elsewhere. Absolute top notch, couldn't be better
From H | First ImpressionsThis was the easiest thing I've ever done
JESSE H | First ImpressionsBrie was truly wonderful! Answered all my questions and made my day so much easier. Definitely recommend Brie and the rest of Masterson station team for all your u haul needs! Excellent!!!
misty c | First ImpressionsThe manager and associates are always helpful and attentive when visiting the store and calling to get rates for storage and trucks.
Nadia C | First ImpressionsGreat staff. They always go above and beyond for the customer. Definitely recommend!
demetric h | Overall ExperienceAll of the employees here were very nice and helpful! I accidentally reserved a storage unit that was too small for my items and they were able to get me into a larger one with no issue. The lady took the time to walk us around the facility to make sure we knew how to use everything and where everything was. They were laughing with us and each other which I also liked because you could tell they were having fun as well! Great group of people and huge clean facility.
Amanda G | First ImpressionsThe employee that helped me yesterday was top notch. He was very professional and kind. Will always recommend his location.
blake s | First ImpressionsI will be using them for now on the staff is awesome
Jodi L | Overall ExperienceWe are very thankful for all the assistance we received at both facilities to make this move. The staff very helpful They were a blessing to us, thank you
HECTORMANUEL C | Overall ExperienceBrooks is an excellent general manager! If I have ever raised any concerns, he has addressed them immediately. His staff also treats me like I am a valuable customer. I feel secure with my belongings in this facility. I am in a different state now but some of my things are in this storage unit and I don't have to worry about it being broken into. I would like to thank Brooks and his staff.
tangie r | First ImpressionsAwesome staff!
Pamela H | Overall ExperienceIt would have been nice to have a ceiling light in 10x 10 space. So you could see thing better.
Charlotte B | Overall ExperienceIt should be in Uhaul policy to automatically refund the truck deposit upon return of the truck.
Teresa V | First ImpressionsThank you for the reminders, and the understanding that times get hard !!
Charmaine M | Overall ExperienceExtraordinario servicio al cliente
Deborah R | First ImpressionsThe only thing I would say about my experience here was it's really difficult sometimes to get anyone to answer the phone. This is still a Five Star Facility!! Very clean and secure with easy access!
Zola G | Overall ExperienceSuper satisfied with the service provided by the night shift crew only thing that could make this experience better would be lower prices on storage
Michael V | First ImpressionsStaff was friendly, knowledgeable and helpful.
Heather A | Overall ExperienceI have used many storage and uhaul facilities and this has been my best all around experience. Brook was a e some and the most kindest helpful person.
Lisa G | First ImpressionsI paid for my storage unit on Sept. 9 for a month. I went to the facility multiple times that day and had no issues. The very next day I go and my code doesn't work, says access denied. So, I went home. I went back on Thursday, Sept. 14, and, again, was denied entry. I went to the office and the GM looked it up in the computer - I had been "moved out" the same day I paid to move in, Sept. 9. The unit showed vacant in the computer and the person more recently registered to that unit wasn't me. The GM was there that morning and was a major help. He took me to my unit and fixed it in the computer. Not being able to access many of your valuable belongings is a terrible and scary feeling. I was told "sometimes the computer just moves you out." I have a signed rental agreement and receipt where I paid. My code worked the first day with no problems and has not worked since. The GM assured me the problem was fixed. As a result, I'm driving nine hours from South Carolina back to Lexington for the second time in three days just to get everything out of that unit. It's not worth the risk. I am, however, grateful the GM took care of the problem and for his help.
brandon r | First ImpressionsGreat staff and quick service
Adrianne B | First ImpressionsI've been waiting for some type of communication from them about the storage but no one has ever written me back or giving me a call back there was no problem with the storage except that I left a year ago and for some reason they had a bill for me saying that I was still there and I had already ended everything...
Charisse W | Overall ExperienceGreat place to have a storage unit management and staff was great
Angela C | Overall ExperienceThe manager and staff where great and easy to work with.
Angela C | Overall ExperienceGracias
James B | Overall ExperienceI just need it to be known that after I paid for dumpster use and rented a pickup from U-haul to haul things to the dumpster yesterday some nosey customer stop and harassed me about using the dumpster I paid for. Maybe U-Haul should institute a mind your business clause.
Charles P | First ImpressionsMr Brooks was very professional and helpful!
Nicolas H | First ImpressionsFriendly and very helpful staff members. We recommend this facility very highly!!
Mitch b | Overall ExperienceVery nice service and safe
Richard M | First ImpressionsWe had to take our daughters items and put them in storage during COVID. I work out of the country and she came to stay with me during and most of the lack down. Uhaul storage was excellent space to keep her items. The only challenge is it was difficult to make payments online. The line was often down. We had to send someone to pay in person. Making payments easier for people out of town/country should be looked into. (We wanted to use a USA credit card) When we called were told the system is down. This was a challenge of us .
phyllis b | Overall Experience