Check in process was a bit confusing. There was an issue with the system not showing my order, despite haveing my receipt. The truck was ready but was missing the dolly and moving blankets that were on the order. I had gotten quite busy in the store, so we were unable to comeplete the check-out procedure and they were not loaded before departure.
JONATHAN WCustomer Reviews for U-Haul Moving & Storage of W Towne
Testimonials From Recent Customers
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Good, friendly knowledgeable people
PHILIP POne person working, with 4 customers standing in line. I lost nearly an hour waiting to pick up my order. Computer system problems, I was told. Had to re-enter all my information twice. Not a smooth operation at all.
Mark HHave more than one employee working, trying to do everything by himself.
Mark HSuper easy drop off experience. We were met by a friendly employee and it was so quick! Got the receipt via email later. Smooth!
Joshua FVery pleasant experience
JEFFREY HEmployees are all amazing, super helpful and courteous.
ABDULLAH MBack door was difficult to start opening, but fine once you got it opened about 18 inches or so
RUSSELL KSuper helpful guy at pickup helped rearrange my rental to save me over $100!
DONALD HChecking the truck back in was really easy!
Kelsey PVery helpful. They also allowed us to leave the car over night to accommodate for our parking.
MOHAMMAD YFar too expensive and not advertised as such. Truck smelled so strong of cigarettes and weed it made me and my partner sick. Price was way too high considering the gas we filled up and the low amount of miles we drove. Don't say it's $19 to rent if it's $100……makes no sense.
ALEC BThe staff was very friendly, patient and helpful. Both when i picked up the truck and when i dropped it off.
JASON Mthe people were great, super helpful even though I was. frustrated. The process of verifying the condition of the vehicle was over complicated - having to complete information on a text while needing to flip to a lengthy email document was unworkable (even the staff person couldn't find the info I needed from the emailed document and had to provide pictures off his computer). I was asked to provide a picture of the roof of the vehicle…not sure how I was supposed to do that. And the vehicle smelled badly of cigarette smoke - you should not let people smoke in your vehicles.
JUDITH SExcellent rental experience!
DING DI can not think of anything
STEVEN KTruck was in really rough shape in interior, exterior had bad patches, and the rear door was stuck open and I had to move my items with the door open in the rain.
LINDA SStaff was very helpful. I had ordered pads but did not get them-as it ended up did not need them and they removed the charge. Truck was fine-clean. However driver seat would not come forward without a HUGE pull-even then not great. For us short people please make sure the seat glides work. Thanks-still recommend UHaul
JULIE NYour personel are very helpful.very pleasant.
JOHN HTruck didn't look like it had been cleaned out, but overall experience was decent.
Katherine PThe 10-foot truck I rented was well maintained and clean. The check-in and the return process was quick and no surprise charges. The employees were pleasant to deal with. I recommend this place.
Jackson CThe check out process and check in were very smooth and efficient. The gentleman working were professional, kind and caring about what they do and the service they provide. These guys are far better than most I have ever experienced.
DAVID SThe staff was helpful. Made me comfortable.
SAMIKA R | First ImpressionsThank you for your service.
janie s | First ImpressionsOther than the gas level on pick up being slightly off you folks were amazing about helping me get moved in before Thanksgiving so I'm forever thank to you folks. THANK YOU!!!!
EDWARD KMelissa was amazing! She was the only person working and kept everything running smoothly, while providing excellent customer service! Please make sure she gets recognition for her excellence.
JESSE ZIt was 6 years ago and I still haven’t gotten my things out of there but hope to eventually.
Victoria M | First ImpressionsI didn't catch either of their names, but both gentleman that I worked with were incredibly kind and helpful. Superb customer service! ¡Gracias!
BRICE DPhotos for check out and return were problematic. I finished return process with the help of an employee.
David GI didn't know I had to do an information validation at the time of picking up the truck I lost half an hour of rental because of this
Julian RExtremely easy drop off. The whole process took 2-3 mins.
Mattthew KServicio al cliente de excelencia. I have a great experience every time.
LESLIE CThis van was great. Previous truck, I had to immediately find gas station to wash windshield.
Russell KThe employees were helpful and effiicient, just the opposite of the horrible UHaul app.
Thad WAll went well
MICHAEL FOnly knock on this place is staff interaction. Patiently waited for customer representative to finish with previous customer. Began to exchange information for our rental and another customer walked in for retun. Representative told them they would be right with them and continued with me. Other customer continued asking questions and representative began to interact with him. Now he's working with both of us and asks me another question. At this point, I ask him if he's done helping the other customer so I don't have to determine who he's speaking to. Representative acts irritated that I would question him. I informed him that we were going to rent the truck and retun several hours later to pick it up. He proceeds to tell me to follow the link texted to my phone. He doesn't explain that the texted link is valid for 30 minutes making it unusable upon our return. New representative has no idea how to correct this issue upon our return to pick up the truck and complete the inspection prior to leaving the lot. Company representatives need better tools to troubleshoot rental issues regardless of pickup/drop-off locations and everywhere in between.
DANIEL WStaff person was excellent. Fastest service I have ever experienced.
RONALD HHave a better explanation of where to park the U-Haul when no one is working.
Zoe MVery helpful and prompt well spoken
Charnita JSo busy, busy. Definitely need to increase the staff at this location. Gracias.
GREGORY MGreat Customer Service
Ashley G | Overall ExperienceFantastic costumer service! Looking to rent? Look no other place in Madison.
SUZANNE DFriendly staff, prompt service. Very satisfied.
Timothy BU-Haul employee Will threatened to call the authorities on me and report the truck that I rented to the police due to "not hearing from me all week". I called him back and stated that I have spoken to 2 other employees during the week to 1) extend my reservation and 2) pay any amount that was due at that time (the woman I spoke with said they had my credit card information, didn't need payment at that time, and I can finalize the total amount when I returned the truck). Ultimately, it was a lack of communication between Will and the other employees. He apologized to my friend who returned the truck but not to me. Went to the Atlas Ct location to rent storage instead and service was excellent.
DAPHNE MI didn't catch the man's name who helped me when I picked up the trailer but he went above and beyond to make my experience a positive one. Drop off was easy, too! Great employees at this location.
ALEXANDRA ZOK
KETN PVery good experience with U-Haul.
WILLIAM FThe young man who checked my trailer out was clearly having a bad day although the day had just begun as it was only 7:15 am. When I walked in I said "good morning". His response was "your going to have to wait". I said "No problem, can you tell me how long". He said I have a truck and trailer to push out" and walked out of the store. When he was checking me in, he apparently entered the information in wrong and used the F word when he realized his mistake. He then called someone on the phone to correct the problem in the system and used the F word multiple times with them. Not a good look.
SCOTT SI ordered a two behind trailer, it was not available at the location I picked. Then the location U-Haul picked was closed by the time I was ready. So I ended up having to pay a lot extra for a bigger trailer which was very stressful
JAHSEA CThe guy that helped us was awesome and efficient!
REBECCA IAlthough it appeared minuscule, the trailer had numerous pieces of what appeared to be tile or wall all over the floor. I had to sweep as it made it imposible for my wheeled carts to roll over the debris. It appeared minuscule if you were not standing on the trailer. I can see why it was not considered dirty by the staff, unless they would jump on it and clearly they did not, but I don't know that is something it is done by the company.
ERIK DGreat customer service!
George MVery informed and helpful attendant. Thanks!
PAUL BAlways a great location!
ESSE RJavier fitted my car's electrical for towing a trailer. He did it in a timely and professional manner. The entire staff at the Platte Dr location were eager to help. Good people. Good location.
GABRIEL CAbsolutely a disaster. I have called multiple times about a lost item and can not get a call back or even a person to talk to at the front desk. This is unacceptable.
NIKLAUS GStaff was really helpful and friendly
Suzanne OThe team is perfectly working, friendly, and fast. They are simply great!
HANS AThe staff was great and the facility is nice, but there was one big issue. I reserved a street-level unit a month ahead, and even called a week before to confirm, but when I arrived with a trailer full of furniture, the only unit they has was an upstairs unit (with no elevator) because they had assigned all of the street-level units to other renters. I was forced to hire movers to carry everything down the stairs at move-out.
Mark G | Overall ExperienceFacility was clean & staff friendly but I made a reservation for a 10x10 unit a month ago and when I got there, all they had were 8x8 units, which was very inconvenient for storing my things.
Rachel N | First ImpressionsI am very thankful to the manager at the 522 W Platte Dr Madison Wi location phone 1(608) 286 9129 for answering my questions quickly and actually helping me move in a table which is so far above and beyond that it makes me really glad I chose this location.
ALEXANDER W | First ImpressionsThanks you haul
Munir A | Overall ExperienceHelpful and knowlegeable staff
Jennifer S | First ImpressionsJust want to say thank you
DELORES J | First ImpressionsAndy and Will were extremely polite and helpful. Very knowledgeable and their willingness to accommodate goes above and beyond anything you could expect. ALL the staff were friendly and helpful. I give the entire experience a 100% success with no issues!! 5 Stars easy.
Barbara D | First ImpressionsI lost my twin grandsons 11 months apart and had a mental breakdown I lost my job and apartment and was mentally incapable of taking care of myself I came paying bulk but couldn't get it right UHAUL worked with me and made sure I didn't lose my things 😭 and the last things my grandsons had that belonged to them i Thank UHAUL for not selling their things .
Odessa W | Overall ExperienceExcelente
CARLOS M | Overall ExperienceI was able to rent this storage unit remotely. The online process was very easy. After selecting and paying for the unit we wanted, instructions were sent for entry into our unit. When we arrived, everything went very smoothly. The unit is well maintained, temperature controlled, and secure. It's everything we hoped for.
Theresa J | Online Move InThere has been alot of confusion with a red lock being placed on one of 2 of my units. I was told it shouldn't be on there as I am a new customer. Was told it would be removed when I came back Sunday it was still there. Took pictures. Wasted alot of time waiting for someone to take it off "was told give him 10 minutes" 45 minutes later it was still there. I was not able to access what I came from not only wasting time but also gas.
Will D | First ImpressionsThe rental rate went up too fast. The stairs to access the split level were inconvenient and present an access barrier.
CHARLES S | Overall ExperienceThe rear door lock should be revised. Very difficult to open from outside.
Robert P | Overall ExperienceStaff was completely unhelpful and claimed to not have any storage units available even after I had reserved one weeks prior. They then tried to move me to a smaller storage unit. After lugging much of my items up to that smaller storage unit, there was a lock on it already. After checking back in with customer service staff, he said oh sorry someone must have rented that already. Sorry I have nothing available at all. He was very unfriendly, unhelpful, and not kind at all to me and my family.
ZACHARY L | Overall ExperienceI did not end up using the unit but service was great. Thanks.
Susan P | Overall ExperienceAndy comes accross as the best Uhaul manager I have ever seen, he has challenges like all of you, and he is sucha a calm collected manager, I bhave seen him training the new people the day I was renting, he is on point super high energy. I work with HR and I can say, KUDOS ! Andy rocks Alicia
ALICIA B | First ImpressionsThe unit was NOT the size it said it was. It said 10x15x10. I have a kayak that is known to be exactly 14 foot long, and it didn't even fit lying down along the long wall. It now has to be angled up, which is very disappointing. I thought it was going to be the advertised size. And so don't think it was actually 10 ft wide or 10 ft tall. Very doubtful. Different than advertised, despite having an easy process to rent the unit.
Chuck J | Online Move InWas not impressed with the condition of the doors//latches. Very difficult to get open and closed. Definitely needs attention. I have mentioned this to the staff so hopefully something comes of this. Otherwise everything else was great!
Linda S | First ImpressionsI always get great customer service and help. I really enjoy using uhaul and all it has to offer!
Aundrea U | First ImpressionsGreat, no hassle experience.
MICHAEL W | First ImpressionsIt is a storage building. It is clean. The staff is helpful.
Grace D | First ImpressionsThe staff are amazing! There is a lot to be said about indoor storage. Not only is it more protected from weather, but feels more secure. I had not intended to keep my contract so long, so the flexibility to extend was greatly appreciated.
ruth b | Overall ExperienceThe General Manager was very detailed with things, nice, and straight to the point "not mean". Also when there was a problem, the staff members made sure the truck was moved and taken care of. Very honest staff here.
Latisha m | Overall ExperienceThe manager was polite and friendly. However, 1) the motion detector lights in the hall do not work 2) there is no overhead light in the storage room 3) there was no lock in the room - I had to walk back to the office to get one. We will have to buy a battery-powered light (a flashlight is impractical) in order to retrieve or review anything we have stored because the hall lights don't work and there is no overhead light (really? no overhead light?).
Lynn S | Online Move InFacilities above average and generally well staffed; the units could use better lighting, and it was awkward having to negotiate so many stairs to get to most units. Too bad there are no ramps provided to help with carts, dollys, etc. Some of the clientele make messes and leave trash all over. Some people move in or out with a lot of noise, chaos, and squabbling over who has rights to a cart.
Kevin H | Overall ExperienceI stored my belongings at your facility for a few years and everything in it was well preserved.
RANDALL F | Overall ExperienceI was very impressed with the facility and the moving and packing supplies available to customers. Also, Jeremy who helped me get setup with a storage unit at the facility, was very helpful and knowlegeable. He explained things very well to me and answered all my questions.
Lisa E | First ImpressionsUnable to access storage unit billing online.
Debra N | Overall ExperienceImproved lighting needed in the hallway outside unit B35.
VIBEKE L | Overall ExperienceThe Man that helped me was very helpful and I would definitely recommend people…
Ashley K | First ImpressionsThe staff has always been helpful with any issues ! Thanks Andy !
Jim B | First ImpressionsGreat service and explanations about access
CHRISTOPHER B | First ImpressionsEveryone was nice, helpful, and respectful. The price was good for the storages size, but I think that due to the COVID situation UHAUL should offer a big discount to homeless people for at least three months. Gracias
MONICA H | Overall ExperienceService was terrible. Storage size arent worth it
Shirley J | First ImpressionsWe had an excellent experience. The only inconvenience was that our storage unit didn't have a light.
lee d | Overall ExperienceThe storage facility is connected to the office by a security door that was opened so I went through but Uhaul person said we can't go through that door and you must walk around the building to come to office. Terrible customer service.
Jerry E | Overall ExperienceI ran into some difficulties with one of the rental trucks I lost the key. They were Kind and understanding about the situation and work with me. Thank you Uhaul. It is a pleasure doing business with you.
CAROLYN D | Overall ExperienceHad no small storage units on first floor. Had no elevator (isn't this a violation of the ADA?) Had no roll-up doors. Site seemed somewhat run down.
SUSAN D | First ImpressionsThe storage unit that I had reserved at a different UHaul location was unfortunately not available when I arrived, but the representative talked to the W Towne location and Morgan was able to get me 2 units. Morgan was extremely professional and accommodating to my situation.
Mark H | Overall ExperienceVery smooth operation! Thank you.
CHRISTOPHER D | Overall ExperienceThe staff were professional and helpful.
sherry s | Overall ExperienceI made a reservation online for a storage unit. Before we left St. Louis to drive the U-Haul truck to Madison Wisconsin to put things in storage for a couple of months for my daughter I confirmed that the reservation was there online and all set. When we actually got to the U-Haul location, we were told that there was no unit available in the size that I had reserved. We were told that the reservation was not really a reservation. Fortunately we were able to divideThings between a smaller unit and we were able to find someone we knew in Madison to let us put things in their house. If it is not really a reservation it should not be advertised as such. Or they should have an option to pay money upfront to actually reserve the unit.
Barbara C | First ImpressionsEverything was great until I moved out and process was done. Then you filled out my information wrong for my unit that I have left in March and had a lien on me for not paying for April and May. I was gone at that point, pick up the phone and figure it out don't screw me over after I paid on time every month with out issue and left my unit clean.
Garrett C | Overall ExperienceThe only negative was that the price kept going up every year, so I took off a star. And they did not pro-rate the rent when I moved out before the end of the monthly rental period.
margot m | Overall ExperienceStore manager, Morgan was very helpful and ensured I had what I needed.
Hugh M | Overall ExperienceThe only problem of late has been auto billing, and change of address, etc. that apparently did not get saved/recorded in the system.
Gary G | First ImpressionsFor the first number of months there was just one garbage receptacle outside and it was always overflowing with trash. The last two times I was there I notice a larger dumpster that held more garbage. That's the only reason I didn't give an Excellent rating, took a long time to fix the problem.
Christine F | Overall ExperienceCounter person came into work hour late to open Other counter person was excellent on Sunday 10/4 Facility was rough in terms of cleanliness but good on another day
Allen R | Overall ExperienceStaff is very helpful, nice and knowledgeable. Great place for storing and supplies.
James V | Overall Experience