The Customer Service associate, manager at the desk was really patient and efficient during the process through navigating through the paperwork, and very professional and nice. We definitely are happy with this location Great customer service!
ERIC MCustomer Reviews for U-Haul Moving & Storage of Timberlake
Testimonials From Recent Customers
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The truck had 1/8 of a tank or less than 50 miles when I picked it up for my 6 hour rental. I had to go straight to the gas station. The passenger side mirrors were welded together,, so I could not adjust them. That was dangerously and made changing lanes difficult. And lay I rented a 15 foot truck to move one large 12 foot long buffet. I repeated declined packing blankets and an appliance dolly. I was frustrated to open the back of the truck to find both packing blankets and an appliance dolly zip tied to wall on the only clear side of the truck. The other side had a bump out for the glass tank. There was a note saying if the zip ties were removed, you would be charged for the rental. At a minimum, put the appliance dolly and bag of packing blankets on the side with the bump out. It was a frustrating experience.
Sameer PFrom start to end was a great experience. Only thing I can think of to improve is retail office staff. A couple times there were long lines to check out.
ROBERT SThe attendants were warm, welcoming and helpful. The computer service was terrible. It is a discredit to the employees that they do not have a better internet connection or IT backup.
JAMES MFailure to communicate on the need to return vehicle to a different location otherwise, we were charged at a higher rate for local use.
Edie RWe arrived at 8 for the truck pickup and informed by my app that no truck "had been assigned",though we had confirmed the day before. I called customer service and was offered a $50 discount but I was still told we would have to wait for another hour,after we had driven an hour to get there and people were waiting to help load. I called another Uhaul number and no manager was there to help. Finally a uhaul employee from another site showed up.and gave us the name of the manager. I was able to call him and express my extreme frustration. He sent a lovely lady there almost immediately and she was able to help us quickly. The manager did call back the next day and explained it was a scheduling issue through the 24 hour self reservation option that Uhaul has. Lesson learned. Don't use uhaul unless you have plenty of flexibility and will pickup during their working hours.
CHERYL BGracias
tonia g | Overall ExperienceQuick and easy pickup. Staff was very helpful and friendly
Donald GBest place ever!
Bryant WLoved working with Trinity agreat gal!!!
AUDREY O | First ImpressionsNo improvements needed. Servicio al cliente de excelencia. ¡Gracias!
TERRI LHave the vehicle clean inside and out
MICHAEL JOutstanding customer service
RODNEY FNo recommendations at this time.
ROBERT LDrop off was quick and easy. I left the truck cleaner than when I received it.
Richard KWe could not be happier with the entire U Box container experience, everyone was so helpful and friendly, the boxes were great, we had more than enough furniture pads, didn't even use some of them. Everything was just perfect, Thank you!!
Charles CInitial milage was incorrect. Fixed this on check before leaving location. Was still wrong on return invoice and has not yet been corrected. Truck was the most run down truck we have ever rented from uhaul. Dolly attached to wall took up space and made moving difficult, but unable to move without have to pay for a rental.....this is unfair and a waste of paid for space.
HAILEMARIAM DHave the vehicle supplied with at least half tank of gas filled.
Orlando GThe staff at this location were helpful and friendly. Unfortunately, because of the horrible experience I've had with U-Haul overall and their customer service team, I will never use U-Haul ever again.
Kelly GLoved The Service And The Staff Thanks So Much U-Haul Appreciate The Service Provided From Your Staff.
Kimberly P | First ImpressionsStaff member was friendly and the process for the return was smooth.
BARRY FCheckout was quick and easy.
WILLIAM JI reserved and picked up through my app. I could not find the truck, neither could the employees. Ended up re-renting an another truck. The whole process to over 30 minutes when I was anticipating 5 or less. Employees were friendly but stressed.
Benjamin NNot a thing. It just was the best rental experience we have ever had.
PHILIP JHave dropped off before. Always pleased.
Patricia LStaff was helpful and fast, great doing business with them.
DAVID MBrandon the store manger is a wonderful guy, and a very understanding person! I wish nothing but blessings to him and his family! Thanks a lot
larry t | Overall ExperienceI dealt with Brandon Cummings which was by far the best part of that day. I didn't have a reservation and he completely helped me out and got me situated with a trailer. Very professional, courteous and kind and a pleasure to speak with.
TIMOTHY GNothing! Always great customer service.
PAUL CI pulled into the return lane and the uhaul associate said she would send me an email and did the rest. I was out in less than 2 minutes. My only complaint is that was charged 99 cents for going .9 miles over my allotted mileage which was really stingy.
Jason LQuick return
DAVID KVery professional informative and polite… very clean facility….
Linda gNo directions on completing the texted info I didn't even know I had it coming to me. There was 0 gas in tank to start. Not enough miles given to me to reach location. Location identified was no where near my residence and I would've passed 4 other locations. This grioup of people did not represent your company well and each time I called them they were rude and talked over me.
PATRICIA KI am very disappointed that I needed and used the truck for 7 hours on one day. My order was for a day to use and return but your company predetermined it would take us 2 days to move the stuff. I paid $280.00 plus $60 in gas for 7 hours!!!!!!! The gas was needed however, we were OVERCHARGED!!!!! I asked if I'd get a refund of the difference and your worker said, "PROBABLY NOT!" I will not use or recommend this service to anyone!!!!!! Danny and Teresa Little
Danny LFacility in excellent condition. Staff was not helpful in rounding up equipment extras on my order - customer had to initiate getting what they ordered. Gas meter was 1/8 tank lower than what was on the dispatch papers.
THOMAS LAfter my experience with haul I wouldn't reccomend them at all not one employee Is happy with there job It took 4 calls to get a straight answer on uhaul works Iwas quoted Different prices for the trailer hitch no one seemed to know how uhaul works
JEAN FLocation was cleaner but couldn’t care less about charges or me turning truck in early.
Angela MMore knowledgeable cashier who isn't on his phone allowed were told we could return it to any uhaul facility but when we called to tell them where we were dropping off we were on the phone 30 minutes trying to tell them. Also extra charges appeared on my card and no explanation
SHERRI BI was told that my storage unit price was locked in but it went up twice this year so I decided to discontinue my contract
Tim M | Overall ExperienceThe manager about mid 40s with blondish brown hair REFUSED to help me unload my sedan with the SHITTIEST attitude! Immediately when I walked in he was rude, unwelcoming and extremely condescending. I would 100% not recommend this location simply because of the management. There was a gentleman there who I believe said he was new/a trainee came outside and helped me unload my sedan. He was very helpful HOWEVER management was absolutely the worst manager I've ever dealt with at a U-haul which is crazy because I've only been using U-Haul for years. I'm deeply disappointed especially because we spent 1800$ with U-haul and that was the shitty attitude we get. Next time we'll be using either budget or another location but certainly NOT the U-haul in Timberlake Rd Lynchburg VA!
RICHIE GThe young lady who assisted me at the checkout, I didn't get her name unfortunately but she is expecting a baby so I hope you know she's friendly, professional, informative, thurough in explaining the process and answered all my questions. She made me feel comfortable walking into the intimidating size of the building. She followed all the procedures and stayed with us till we pulled away. We used Uhaul bc we moved from Lynchburg va to Poquoson va, she made our move and enjoyable experience when it came to products and the trailer itself. Thank you, please give thay woman a raise she works hard. Merry Christmas.
Carolyn BThis was not my return site. Also I was charged for an extra day rental when I returned it a day early
THOMAS LI always have a great experience with this UHaul location.
PAUL PNice, accommodating employee's
Debra BWhen I took the truck, it was empty turn off in the middle of the Timberlake Rd . I had to walk to the gas station and get gas and put into it and then I went back to U-Haul and I told them how you guys give me the truck empty they said no it’s for half a tank, a picture that I took from them as empty that was the only problem
mohannad a | First ImpressionsGreat staff here and well maintained equipment. Keep up the GREAT work!
Clifton RGracias
CHARLENE VEmployees didn't seem like they knew what they were doing and did not communicate clearly. Felt like I was being rushed to get out of their hair. I had reserved a handcart, they forgot to load it into the uhaul. When I returned the truck, instructions said to wait until an employee came out to help me finish the process. Waited 5 minutes and no employees came out so I just went in myself.
JONATHAN EThe young lady that checked me out was the nicest and most helpful person! She went above and beyond to make sure I was set up well. ¡Gracias!
CHARLES MMy equipment had engine check light on, but overall it ran good
LYNWOOD CThe personnel were polite and helpful. The equipment was clean and ready to go. I would recommend them.
DAVID WGet more trained staff. This is not my first time using this location and I will not again
Barbara COpen a facility closer to Moneta. Had to go an hour away to get the trailer
RICHARD LI didn't get her name but the customer service rep that helped me made the rental experience enjoyable.
NATHAN SU-Haul staff on both ends in Roseville, California and Lynchburg Virginia have been friendly and helpful.
PHILIP PPlace was amazing and clean kept, very secure and convenient entry doors. Sometimes the parking lot was a little crowded, we would have loved to stay, just couldn't afford the price increase. Increase was justifiable for the obvious house keeping care of the facility. Employees were always nice and did a great job keeping it clean.
Samantha S | Overall ExperienceService was excellent. Everything was done in a timely and professional manner. I'd definitely recommend this location.
ALLEN RVery expensive and the unit always had leaves and debris blow into it from the outside. I left the unit cleaner than I found it.
Kristy B | Overall ExperienceExcellent and friendly staff!
James V | Overall ExperienceMy son was bitten by a bee. There was a bees nest above door of the next unit which we informed office about 3 times.
carol e | Overall ExperienceI was having to deal with my mother's passing. Everyone was so nice and helpful for a very emotional time. Highly recommend this facility
REBECCA L | Overall ExperienceThe staff is rude. I was ripped off for my last moth of storage. Moved out on the 2nd of October and was never back paid for moving out.meaning I payed for a full month and moved early. I rented a truck from this location and when I noticed a check engine light I was told it's my problem.just rude
gary e | Overall ExperienceNot enough help. Ive waited for hours for help. I make appointments w staff to pay bills. They need help. Also I have almost been run over in the parking lot. Staff has helped me when Ive asked. Should have more staff w better pay. Most have a great attitude n are helpful. Im afraid there after 6 pm. Too dark at most sheds. Strange people are there at closing times. A man was walking around talking to himself when I got in my car n locked the door n left today. The staff noticed him. He appeared to be hallucinating. Spooky! Its the season! I hope you get more help.
SHARI K | Overall ExperienceThis U-Haul Facility never had people available and didn't explain anything properly to me as a costumer so I would say I was cheated out of $65 every month for almost 2yrs! If I had known how bad the customer service would be, how unreasonable they would be I would have left after the first month or so. I stored a couch and no one told me that the couch would be in a unit cover by wires and no ceiling - I've never been to a storage unit with an OPEN ceiling on it so of course I never asked or saw it. The movers put it in so I never saw that it was open. It rained multiple times this year so heavily and rain was leaking directly overhead and my couch was soaked, moldy to the point of black mold and gross. And the facility managers waited until Hurricane Helene to check for leaks in the facility roof but the holes are so old it's been leaking for a year or longer. What's worse is that they no longer had updated insurance info for me and never once notified me that the information was missing or different so they didn't compensate me for the damage but what a crappy facility anyway- to pay money for OPEN storage is a scam. If I could go back I would have at least asked to pay for one that's covered or just gone to a normal one in town that has a roof on top of the units which everyone expects. I will make sure to leave more reviews wherever I can to warn people about this money trap because it is not even good storage if it's going to get soaked from leaky roofs and there's only ever one person available to help.
Shekinah C | Overall ExperienceStorage units seals are broken and after months of trying to get them to fix it it was never done, parking lot is a mess no parking or space to barley drive through, staff is so short staff going inside take hour or two to get seen, app has been broken for in store shopping also making no alternatives
William R | Overall ExperienceNo Problem with them. Appreciate their service
Valeria J | Overall ExperienceI used this storage unit for 4 years and I felt my belongings were very secure.
Linda K | Overall ExperienceThey were real nice and I enjoyed there help and the discount and clean space to put your stuff in thank y'all so much
JACQUELINE E | First ImpressionsService and establishment was Top Grade.
debra J | First ImpressionsI will definitely recommend
DEKITA D | First ImpressionsVery convenient, clean and affordable for my storage needs!!!
ERROLLABAN C | First ImpressionsThey need more help as the facility is always busy and always have to stand in line. It's hard for them to answer the phone because they are helping customers. The other part I found out the day I closed my storage is that Dustin is no longer the GM. Are ya kidding me? One of the best. I never saw the other GM and I had the storage for 2+ yrs. Dustin you always see working and helping customers and kind to staff. If staff and Dustin wasn't as helpful as they had been I would have put in a claim for the damage done by rodents in my storage 450. I didn't have any rodent problem in my storage that was next to the woods. I told Dustin that instead of replacing the whole floor of the storage someone just cut a square piece of wood and replaced the damage but the replacement didn't fit and there was chewing signs - I knew I shouldn't have put my stuff in that storage 450. Mouse urinated and pooped over sheets (one set was $210) my Sharks jersey and so forth probably $500 damage in stuff I threw away. I didn't make a claim because uhaul has been kind to me Sincerely
Kathy H | Overall ExperiencePrice is little high
Vanessa M | Online Move InThe staff was amazing! The facility is great.
DANIELLE S | First ImpressionsUpon removal of my belongings from your storage unit, I immediately realized that almost all of them were destroyed from water damage and mold. I was absolutely devastated! I lost thousands of dollars worth of clothing and furniture from black mold which had grown inside of the storage unit due to water coming up thru a crack in the foundation inside of the unit. I had been paying your company over $100 a month thinking that my things were safe and secure. I never imagined ever, that I would go to retrieve my belongings and everything would be destroyed and ruined by black mold of all things. One would think that when they are paying someone to keep their things safe and secure, that they could depend on them to do that one thing, keep them safe and secure... but you guys obviously failed on the one thing that you are getting paid to do...and I, unfortunately lost almost everything I owned due to your negligence and failure to keep your storage units maintained! The entire time that my belongings were inside of that unit, I was thinking that they were safe and would be in the same condition as when I put them in the unit. My God, I almost had a heart attack when I had to pull all of my things out of that unit with black mold all over them! I had just recuperated from living in a home with black mold, which had taken me three years to do so, so I was faced once again with this mold and trying to wash it off of my things... But the black mold would not come out of my clothing and furniture regardless of how many times I attempted to wash everything. I made the employees and manager aware of the problem immediately and they offered to do nothing. I feel that I should at least, if nothing else, be refunded for all of the months that I paid for my belongings to be in that unit while they were being destroyed by mold. That's the least that your company could do to make up for my belongings sitting in that unit being destroyed by black mold the entire time they were there...and while I was thinking that they were safe and certainly in the same condition as when I put them there. You all should be ashamed of yourselves for failing to maintain those units and allowing renters' belongings to be destroyed! It's unbelievable to me that after my making the manager and employees aware of the fact that almost everything in my unit was destroyed by mold, that they did absolutely nothing. Is your company that greedy that it would refuse to give a customer a refund after their belongings were completely destroyed due to a water leak inside the unit that your company failed to repair? To lose one's personal things is a horrible experience...it's emotionally difficult and it's traumatic... much more so when you have been trusting what you've always believed to be a reputable company to keep your things safe and they then fail to do so... It's nothing less than an absolute nightmare!
Deborah C | Overall ExperienceSome employees were helpful some seemed over worked and tired maybe. But I got what I needed also maybe want to hire associates to help customers that are able to help
Niki B | Overall ExperienceI never moved out. My account was changed without me making the request nor being notified by the store. With this unauthorized change to my account, the information on my app was changed, my auto-pay was deactivated, the monthly cost of my units increased price by nearly $75, and my due date was changed. After noticing this change and reaching out to the store, I was told by the store manager to call his personal phone every month to make a payment on my account so that I do not pay the wrong amount online and he can write off the remainder. I asked if my account can be corrected as calling him every month on his personal phone is an unusual and time consuming (he barely answers his phone) ordeal that I should not be responsible for and he said there was nothing him or the district manager could do. When I visited him at the store and introduced myself, he threw his hands up and told me he didn't know who I was or what I was talking about. When I showed him the text messages between us he just said oh and that he would talk to his manager. I didn't hear back from him nor his manager with a resolution to fix my account. This terrible customer service has been going on for 2 months now and I hope to have a resolution soon.
Britteny C | Overall ExperienceWe have had several units at this facility over the past couple of years. While we have not had a "bad" experience until now, our most recent interaction with the manager was awful. He should not be employed. He approves of his staff renting units that have been reserved online. He told us this himself. So when we reserved a unit and showed up with a truck full of household goods, there was no place to put it!! We were told that they can't count on people showing up when they make a reservation so they give the units away to people that come in person. WHAT THE HECK! When we questioned this policy the manager simply stared blankly at us for upwards of a minute! Yes, we actually waited for him to make some kind of verbal response and his blank stare, eyes glazed over, mouth slightly open, was so shocking that we actually waited it out. This location used to be staffed by the most fantastic woman who knew everything, was on top of what was going on in the facility, knew which units were available, etc. I can't imagine how Dustin got this job. He's an idiot in the truest sense of the word. SO, we decided to not only store our truck-full of belongings across the street at an amazing new storage facility, but we also decided to pull our existing unit out the very next day. Your prices keep going up and your staff is ridiculous. It's just not worth our time or money. I honestly don't expect the company to care one way or another, there will always be customers and we are just one family that won't rent from you anymore. But at least I've had the opportunity to voice my disappointment.
Ann S | Overall ExperienceHelpful staff, rental went smoothly
Joseph G | Overall ExperienceConstantly broken glass in the parking lot and stayed there for weeks at a time on multiple occasions. To want to charge me extra money each month for "delivering clean, dry, secure storage" is dissatisfying when this was consistently an issue. I barely had anything in my unit and all of a sudden it became infested with fire ants. I have pictures of how many I had to kill. I thought about blaming it on the weather changing but I never had this issue in my previous years. This past year I really disliked the upkeep of this location. I enjoy renting from U-Haul, just not having a storage unit at this specific location.
kenya h | Overall Experience:) great place
larry t | First ImpressionsAnyone could come and go without being questioned either with the code or not.
Ruth L | Overall ExperienceI was pretty disappointed to find out that I was moved out of my unit within a couple days of moving in by someone at the location. My unit disappeared out of the app due to being moved out. Luckily, when I called back, the person on the phone was able to fix it for me and reinstate my move in. Overall, the location did a good job handling the situation, but it was a very scary moment for me.
Michael M | First ImpressionsIn the 15 months I had things stored, the price of the 5x5x10 unit increased twice. When it reached $80 per month, I couldn't see it so I pulled my things out. I've used U-Haul on 3 different occasions and been quite pleased. But I live on SS and can't afford another rate increase. The cost of living has increased everywhere, but my social security check isn't enough to cover my expenses.
Carolyn D | Overall ExperienceONLY ONE ISSUE
Kathy B | Overall ExperienceI still need my final receipts.
George S | Overall ExperienceCommunication was a concern during the time I had a unit here. Even on the initial day, when I was directed to the unit, communication was missing. Many of the units are not in numerical order. The gentleman at the desk gave directions, then said he would be there in a few minutes to check on me, making sure I found the place. It took almost 20 minutes of wondering to arrive at the unit and no checkup occurred. In fact after signing the paperwork, I never saw anyone from the office. I could have been mugged in that back aisle on that day and no one would have noticed! There was an initial confusion regarding automatic payments - it was not thoroughly explained, and an assumption was made on my part leading to a late payment and a lockout at a difficult time. Communication was also a problem, involving a late payment and a safety issue with my bank. Instead of contacting me via phone or text, a letter was sent to an "alternate address" that I had not realized was even given- that of my sister in Michigan! Regarding security, I assume the place is being observed at all times in all places by camera, as the property is wide open, accessible to anyone at any time. Regarding communication: during the aforementioned issue, I spent over an hour on the phone being passed around from office to office, none of them being on the property, in order to figure out what had happened and why I was locked out. Not helpful when I had to leave my 90-year-old bed-bound mother in order to pick up what was needed from the storage unit! When things went well, they were fine. When things were difficult, it was hard to find someone to help with the resolution. As far as what I recommend U-Haul to a friend- you sort of have a lock on things for a short-term rentals!
Lucinda D | Overall ExperienceThe staff at this location are professional, extremely courteous and in my opinion they are the best of the best. Thank you for giving me a great experience while arranging for a storage unit
Dolores A | First ImpressionsI do not recommend this place. Many newer and nicer units available in the area. Also they kept jacking the price up over time. Rain leaked into the unit and ruined some items as well. Not a quality place - nothing got renovated only just ended up paying more and more. Go here to rent a truck, not a storage unit.
MATTHEWJOHN R | Overall ExperienceAlways a problem
SHANNONREBECCA M | Overall ExperienceStaff is always professional and helpful.
Harley L | First ImpressionsWhen reserving a unit it needs to be clarified whether it’s covered or not, all of my furniture is covered in bird poop
Taylor W | Overall ExperienceI want to thank you for the generosity we received in the time of need!! God Bless!!
Robert m | Overall ExperienceAwesome facility at a great location and cheerful staff. Particularly liked U-Haul self service.
SAMUEL J | Overall ExperienceStaff seemed very incompetent and did not know what customer service was.
Josh A | First ImpressionsWas charged a cleaning fee on top of a storage fee for a unit I had completely moved out of. Not satisfied at all.
Mylove C | Overall ExperienceStaff was super friendly and accommodating. There were lines at the checkout counter so I would suggest more employees for the volume of business.
Wende H | Overall ExperienceThank you for being able to secure a unit for me on short notice and do the move out procedure on short notice. I appreciate it! One thing I did notice was a friend's unit did not have the black rat poison box when mine did. That's the only oversight I've noticed. I would recommend people use this particular uhaul storage location in the future.
Molly K | Overall ExperienceVery helpful, very kind. You have a good crew.
MICHAELBLAINE H | First ImpressionsKeep up the good work.
Laverne S | First ImpressionsKashone and the rest of the staff were really great to work with and accommodating. We needed U-boxes for a cross country move and Kashone was so helpful operating the forklift that he made our loading experience much easier. What impressed me even more was how well the staff is able to prioritize and triage the many customers needs that visit the store. It seems like there are constantly 3-4 people who need something urgently and the team always acts with professionalism and handles the situation. Thanks for everything and appreciate y'all making our moving experience better!
Kyle G | Overall ExperienceOnly thing I didn't like was being called to come back when we were cleared to leave by the attendant ,to clean the truck we rented or be charged 75 dollars for them to do it .needless to say the storage manager was a fantastic to work with she showed us easiest way to get around the facility and the carts to help us unload and provided with a lock with unit it was great thank you
Edward C | Online Move InUhaul on Timberlake Rd has the best customer service. I will definitely recommend this facility.
Kendra W | Overall Experience