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charles W.Customer Reviews for U-Haul Moving & Storage of Walnut Hills
Testimonials From Recent Customers
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Staff was very helpful.
Donald H. | Overall ExperienceGreat staff at his location
Donald H.Lisa and staff was a 5 star.
Halsey M. | Overall ExperienceI would just make the fact we have to fill up the tank more upfront, it was on the paper but that's the only place where it's stated. Besides for that I will definitely come back to this place in the future!
Sarah E.Everyone I talked to at the store was great. However, when I picked it up, nowhere did it tell me on the confirmation email that I only have a one-hour window to pick it up before they give it to another person. Please make that clear for online reservations!!!
Liz A.The service at this store is very good
RICHARD F.Very professional!
Tina H.Charged $150 for damages I didn’t cause
Margaret K. | Overall ExperienceStaff dealt as fast as they could with a long, long line of renters. The latch on the back left door of my van was broken and that nearly got the door stuck in a wide open position. With some effort, we were able to get it unstuck and close the door. I reported the issue over chat and am glad I didn't have to wait for a repair truck to come by. That would have caused us a huge delay.
Nanette B.Self pickup didn't work
John D.I was double charged for my rental because it took staff 30min to register my drop off. When I inquired the manager didn't give me the benifit of doubt in her first response but later agreed with me. Facts first, customer is always right
Eric S.The manager was very helpful and personable, but that's all I can say positively about this place. I had an issue every time I went due to the elevator construction. Because of the construction, you could only access storage during office hours, it took an extremely long time to get loads up and down because I had to use the manual elevator. They are understaffed. The staff was friendly, but the facility is essentially a construction zone. DO NOT STORE HERE UNTIL THE NEW ELEVATOR IS INSTALLED.
Ellen D. | Overall ExperienceThere has been a problem every time I visit this location. They also charged me $150 for “damages†because I forgot to fill out the text link they send when you rent a vehicle. Something I thought was going to cost around $40 ended up being $250. This place is a joke. They have awful customer service and when it's busy it can take forty five minutes in line before you talk to anyone. Would never recommend this place. Find somewhere nicer and save your money.
Margaret K.When staffed incredible!!
KEVIN B.I had to drop of the key after hours but I was not told to do some online stuff before drop of keys and got charged for extra amount of money. I wish next time whoever working there can tell customers that you had to do online stuff before drop keys after hours to avoid extra charges.
Yudong W.No improvements
LESTER B.Our unit is on the fourth floor which is fine since theres a freight elevator, but it becomes inconvenient when there’s a few people needing to use the elevator to go to different floors and you have to wait for them to be done
ALEXIA O. | First ImpressionsDid not like being charged an extra 38$ for gas after I filled up before dropping off with 40$, due to U haul's inability to provide me with the service I initially requested. (The smaller u haul)
David W.Great the customer. Had to search for someone to ask what I needed to do. Location was dirty and in organized. Also was charged a cleaning fee what was told nothing about. Would not recommend this location at all.
David R.They are very Good People.
Wonder N. | First ImpressionsNada
Bridgett Y.Fix your app. Reduce the bloat that prevents it from loading and uploading pics.
doug W.We didn't receive instructions for drop off. We were charged $50 cleaning fee even though I left it very clean, and $5 after hours fee, though we dropped it off a day early. We've used uhaul before, but this was a bad experience.
BILL H.The van had an overwhelming smell of urine throughout. I notified the staff.
Phoebe H.I was charged $20 for coverage I didn't know about or subscribe to. I already paid $10 protection coverage.
Ayobami O.One elevator was difficult w all the people moving and since the 15 ft truck I scheduled wasn't there I had to use a 10 ft which resulted in more trips and more mileage. Then a longer time waiting to get the items to the 4th floor. I also had to buy two locks because I didn't know I was getting two storage rentals. I thought it would be one big area. That should have been in the description.
Heather G. | First ImpressionsBetsy was awesome and did everything she could to help me when I really needed it. I appreciate everything and very thankful
Amelia P.Lisa and her team were incredibly helpful and provided their services efficiently on one of the busiest days of the year.
Carissa C.The wait time has to be approved. Scheduled to pick up the truck at 11am and arrived at the location at 11:02am. Two people in front of me waiting in line. Was helped by a representative that's not professional at all. The pick up process took me 40 minutes. Finally picked up the truck at around 12pm.
Kexin Y.The first vehicle had a grinding noise at the rear wheel/axle which wasn't noticeable until it was packed. Fortunately we hadn't started out 800 mile trip yet. Lisa, the manager at that location quickly got us another truck and a crew to help unpack and repack the truck. The second truck performed splendidly. We can't say enough about Lisa's customer service and professionalism. She's a gem.
George L.Nada
KELLY C.Very nice people work there. Very efficient!
Cathleen C.No improvement. All associates were more than very friendly at this location. They displayed energy that is very welcoming to all customers.
Lester B.More staff, shorter lines on a busy Saturday
Amy S.manager was great,,FINE JOB
Ron L.Bad customer service.
antwonna C.Storage buildings very very very confusing. All else was great. P
KEVIN B. | First ImpressionsThe individual who helped us displayed incredible poise and professionalism while still being approachable and respectful. I was a specially impressed with hisPosture other customers.
Byron S.Hire more managers like Lisa who managers the Gilbert location great customer service manager and problem solver
Donald B.Had so many issues with the truck. Required road side assistance was told I could keep the truck an extra day for free. Received a call from manager at Gilbert Ave. Who told me I'd be helping her out if I could return the car ASAP as another family needed the vehicle. She explained I'd be helping her out so she could allow the rental to go out and she would wave my overage on milage. Why do I get a charge today almost 2weeks later????
Melva M.I had trouble submitting pictures upon my return. It said it couldn't accept jpgs but that was the type of picture my phone was taking. Eventually after 25 min i was able to submit a picture.
Christine G.The access hours, 7a to 7p, are a little restrictive . Only 9 to 5 on Sunday
MARK C. | First ImpressionsThe mobile login would not accept my photo from my phone. I had to go in and have the staff register me in.
MARK C.They got me in and out very quickly.
David W.Our drop off was quick and hassle free. Everyone was bust but still had us checked out in a timely manner.
Andrew T.Jeremy was very helpful and gave me some recommendations for good restaurants in the area.
Andrew T.The Young Lady who rented me the Rental Truck was Superb!!! Great Attitude & VERY Friendly!!
Bob G.Above and beyond PERFECT CUSTOMER SERVICE!
TIFFANY M. | First ImpressionsThe young lady working the counter on 7/12/22 around 11am was so sweet! Wish i would have gotten her name but she went above and beyond with helping us and her service
Amir T.Black female manager was very nice, helpful, did a good job managing the Saturday chaos
Scott O.The facility was good, but we had picked because of 24/7 pick up. Our van was not ready, the morning employee was very disappointed in evening shift as they didn't do there job. He took care of us but we had to wait until store opened. This mad us depart much later than we had planned
Karen J.What could you do to improve? - answer your phone or return a message! We dropped off our truck after hours to this location. The next morning I received an email stating that they filed a claim against me for a "less than 2 inch dent" in the truck. Patently false and we had 360 degree pick up and drop off video of the truck to show otherwise. Turns out that UHaul has no process for disputing a claim that they submit against you. I was eventually told to go dispute the claim in person and they would likely drop it. Finally, someone from the insurance company (yes, I bought the $14 insurance) called to say that I wouldn't have to pay anything on the claim as they would take care of it. I persisted in the fact that there should not be a claim since we did not damage the truck. She then said she would just delete the claim but that I wouldn't be getting any email confirmation of this. Shady! This location also charged me for two extra gallons of gas despite me having a screen shot of the starting and ending gauge and photos. That charge has to be disputed with the district fuel manager.....who will never answer the phone. No one will answer the phone if you need help. Watch your back! Pick up and drop off in person if possible, take photos of starting and ending mileage and gas gauge and a 360 degree video of the truck at pick up and drop off. UHaul is running a grift.
Denise M.Check the gas before giving cars out. I was given the truck with half a tank of had. I drove 20 miles total and used less than and 8th of a tank. I was charged for half a tank of gas. I did not feel it was my job to top off a tank of gas that was not provided to me. Also I got in the truck and the wiper blade popped of instantly. These vehicles do not seem to be looked at when returned.
Michael H.The staff was friendly but overwhelmed. They could not find a suitable storage unit for me. When they did the space was already in use by another customer. Storage was in buildings with 5 floors but some elevators were not working. I finally choose to leave and find another location even if it cost me more money.
JOHN K. | Overall ExperienceStorage lockers were very clean and looked brand new.
Donald H. | First ImpressionsLisa and her team were amazing! Everyone was super knowledgeable and the facility was clean and well managed! I had nothing to worry about and will definitely rent again!
Adreon C. | Overall ExperienceNot as advertised- the photos led me believe I could back the truck right up to an outside storage unit. Instead I had to unload my stuff in the street and then take them through a maze of a warehouse, up an elevator to a storage unit that, while the spatial dimensions were correct, had too small of a door to get things in. An hour later they found a unit with the kind of door advertised and on the first floor, but which still required the maze to get to. This is after a 7 hour haul, tired, expecting drive up storage. It wasn't as advertised, and the only way I'd refer others is if this situation was made right by a significant financial discount.
Stefan D. | First ImpressionsLisa is the best! She was very knowledgeable, kind and helpful. She even remembered our names. The storage facility across from the main office had elevator issues early on. That is my only gripe. The service is really the reason to rent from Lisa and her team. Many thanks :-)
Erica H. | Overall ExperienceThere are things missing from my unit a whole bed included
Kei-Lah M. | Overall ExperienceMrs Lisa and her staff were Excellent. And the Storage area workers we're as well
TONY W. | First ImpressionsNot convenient hours
LILLIEANN S. | First ImpressionsThe people was very nice and great at there job and they made you feel like a great friend and family
charles t. | First ImpressionsGreat prices, very clean, helpful staff
Amber L. | First ImpressionsExperience was excellent until I (after accurately following U-Hall staff instruction, was accused of being responsible for locking the keys in the U-Hall van and demanded to hire a 'locksmith' to remove the keys). I felt like I was being 'set-up' to accrue additional funds. Very disappointed from that point on.
melvin p. | First ImpressionsLisa was very helpful
Jasmine D. | Overall ExperienceThings were good. The storage unit was just over priced for the size
WILLIE L. | Overall ExperienceThe staff takes their time with you and helps you understand. They make sure you have what you need. Thank you Lisa Jones and staff.
TAMMY T. | Overall ExperienceLisa Jones is one of the best people I have ever work with on a business level. She knows her job.
Dejuana C. | First ImpressionsLisa was AMAZING!! Made my experience wonderful, even when it came to fixing a issue. Did it with no problem, will definitely use location again and recommend.
SHIQUITA S. | First ImpressionsLisa and the staff is really super they do a good job and helping you out there very supportive
MICHAEL R. | Overall ExperienceThe staff was great. The young guy working on 12-31-21 when I picked the truck up had great customer service skills. He was also working on 12-26-21 when we we there and was exceptionally friendly.
Michael G. | Overall ExperienceMy only issue were the elevators. They were very old and I was nervous using them.
Sophia H. | Overall ExperienceI was thrilled will my UHAUL experience. The unit was 100 feet from the loading dock which made it so convenient. The cost was lower than expected and the first month free was a total surprise. I had a problem with the key card a couple times and it was corrected immediately and in a very friendly way. Thanks UHaul!!
CHUCK S. | Overall ExperienceLove the staff they are reasonably fair
TAMMY T. | First ImpressionsLeasegpodfortimepermitted itisgood.
Valerie C. | First ImpressionsThere is only one way in (except for 3 flights of stairs) and we waited over 2 hour to put our stuff in our storage unit. Not a good experience. The staff was great and very friendly. They did everything that they possibly could. When leaving the manager said that if she had been there earlier and knew what was happning she would have bought us lunch.
SHANE A. | First ImpressionsGreat staff, everyone was helpful on each visit. I would certainly recommend this facility.
Charles W. | First ImpressionsA U-Haul certified tech should check the door access coder across the street.
antoine w. | First ImpressionsThe renovations will make this location excellent. We always get great customer service!!! Lisa and The U-Haul Team are awsome
CHADASHAH Y. | Overall ExperienceTwo black men were outstanding
Tracee C W. | First ImpressionsGreat experience
Arthur L. | First ImpressionsGreat staff, very helpful and insightful.
Charles W. | Overall ExperienceHad too many issues between workers saying they’ll send someone over to assist with something and he goes to the store next door instead of coming to the storage unit to assist me I wouldn’t recommend uhaul storage for anything but rent your truck and turn it back in and be done
Sharonda P. | Overall ExperienceIt was like walking into a prison. The elevator was nit user friendly. It was difficult to even get in using the card. I was offered a cell or storage unit that i would need a latter to reach. Im 70 years old .. Im supposed to climb with boxes !!! No thank you.
Cynthia C. | Overall ExperienceLisa and her staff are top notch!!! Super awesome we have this U-haul on speed dial for our moving and storage needs!!!
James B. | First Impressionsn/a
Tarra B. | First ImpressionsHad some trouble with access card from the start, but got it taken care of. Otherwise, things went pretty smooth.
randy w. | First ImpressionsI want to thank Miss Lisa for being as helpful as she was although the other staff is not as friendly as her but all in all my experience was OK
KIMBERLY W. | Overall ExperienceI will use Walnut Hill's U-Haul & Storage facility in the future because they are professional & compassionate of others situation. The facility was clean & in order every time I visit. The staff is patient & friendly. Thank you. I rate you above average. Until next time, take care.
Khadija T. | Overall ExperienceLisa was kind, helpful and very accommodating.
KIMBERLY L. | First ImpressionsAmber and Jasmine were so friendly and helpful! It made a stressful day much better :)
Kellie E. | First ImpressionsGreat office staff. They were extremely helpful and friendly.
CHUCK S. | First ImpressionsThe General manager and Staff were and are great!!!!!!!!!!!!!!!! I felt comfortable and unreserved to talk or ask questions relevant to my situation. As a matter of fact we chit chat about something in common. Thanks U-Haul❤️
NICEA M. | First ImpressionsCancelled the storage unit after we were there and tried to move items into the unit. On the 5th Floor of the facitlity. Only one working elavator and one unload area. The other elavators and unload areas were not working. The one unload area was in use and the individuals were unloading. Were pulling out their items from the truck and then packing them in bins., Sitting on folding chairs, NOT only blocking the only functioning elavator using the only unload area for the starage facility. We asked when they would be done. They stated they would need about 4 more hours. Went to front desk no help. Said we had to wait until they finish. Had hired help to move our items in and on the clock. Cancelled the storage unit and had to pay the moving help to drive to a new location. Fortunately we were able to find a new unit same day. Worse experience of my life using a storage facility. Would NEVER recommend this location. I am still watting for a refund of the first month we had to pay upfront.
SYDNEY R. | First ImpressionsThe staff was very respectful and helpful are very polite
Diana W. | Overall ExperienceGreat customer service and friendly staff. I highly recommend them for your storage needs.
John M. | Overall ExperienceThe big freight elevator was broken/not fully functioning both times I needed it, so I had to use the small personal elevator. Luckily, I didn't have anything too huge that wouldn't fit, but I feel bad for the poeple who couldn't fit their things in the elevator on the days that the big eleavtor wasn't working. Also, not being able to access it after 5pm was kind of inconvenient.
Angelique M. | Overall ExperienceI PAID MY STORAGE AND THEY STILL HAD IT LOCKED WHEN I ARRIVED..
FAITH A. | Overall ExperienceI needed this unit for my daughter while she was home from college. I will be using this facility again next summer.
JOHN K. | Overall Experiencecomplete & utter disgrace employees getting high gave wrong # had me move to the wrong building did not enter my name or # in system now its "lost" in your system evert single person should be fired TODAY
Michael R. | Overall Experience