Try to hire and hold onto the type of friendly, courteous, and helpful employees I dealt with throughout this transaction, beginning with my first phone conversation through the pickup of the rented truck. Everyone was pleasant, patient, and informative.
PHILLIP NCustomer Reviews for U-Haul Moving & Storage of Westfield
Testimonials From Recent Customers
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I picked up the unit with a 1st month free promo because I rented a truck. Great start, so far so good. On arrival at the storage facility, Jenna recommended moving labor to me and the contact pulled through after normal business hours with zero forewarning (my bad) and I was impressed with the customer service. But the unit was supposed to come with a complimentary padlock waiting for me when I opened the door and it wasn't there; forgiveable, but it was the start of the downward spiral. I placed a combination lock on the unit and proceeded with my day; the following morning, I received a call from the facility letting me know they had found my unit was not locked "properly" as per the facility policy, and I had to remind them my complimentary lock was not provided, and as I was heading out of state on a plane in a couple hours, to please hold the key for it in the office until I could return - and I told them this - in exactly 2 months' time. Instead, after a minor billing issue arose that caught my eye (this facility charges for the month to come, not the month that has passed, so it looked to me like I did not get the free first month and it made me give them a call) I found out that the office disregarded my instructions and put the keys into the mail, posted to my old rental address in Washington state. This is where I was moving away from, and would not be able to collect mail at that location which was why I asked them (and was told yes at the time) to hold the key in the office. I had recieved zero forewarning this action was going to take place and could not stop them, and I also received zero notice it had taken place, either. I had to call and inquire about a wholly separate issue entirely on my own initiative in order to find out about it! I informed the office that this was unacceptable for the above reasons, as the end result was that I would not be able to recieve the key no matter what. Additionally, I was informed at the time of my call that the keys were mailed a full two weeks before my call was placed, at which time I did technically still have posession of the rental address... so the keys actually got lost in transit and didn't arrive anyway! So now not even God has access to my unit; not me, not the facility, nobody. They told me they would cut the lock and put on a new one, and this time actually keep the keys. I did not have any reason to believe them, but also no way to do anything about it, so I told them to go ahead. As soon as I learned that a new lock had been placed, I added my sister to the authorized list and sent her to collect the new keys due to my distrust. Today I have emptied the unit and no longer required any offsite storage, so I went into the office to inform the facility that they could have their unit back and to stop charging me the monthly rent. When I asked if there was going to be a prorated refund for the fact that I paid for the month of January and only used the first 9 days of said month, I was told NO, that they do not prorate rent and they certainly do not provide refunds! So not only did I have to pay in advance for a monthly allotment, I was penalized for not moving out exactly on the dot at the end of the allotment! I have roaches in my stored things, too, which was extremely distressing to discover. I will not be returning my business to this facility and I will go out of my way to warn away anyone who mentions needing offsite storage, too. I have had a horrible experience, and I am extremely dismayed.
Amanda C | Overall ExperienceI don’t like the way the price raise after three months
CHARLES B | Overall ExperienceFast easy friendly and professional
ALLESHA A | First ImpressionsYour overall experience regarding communication was awful. I would get texts from you telling me you were about to call, and they never called; I had to call you. When I brought this up with your employees, I was often told it must be a technical error, which I believed the first time until it kept happening over and over and over again. I also got sent to different people who were on hold for about twenty minutes at a time. When I came to the location to look at the box a gentleman opened it up and showed us all the space and the positives about it which sold us on the unit. When going inside I felt more like a burden than a customer as I was told how the process works, and why I was thinking wrong. It was not until later ANOTHER person fixed the issue. The woman who dropped off our U-Boxes was great she was efficient friendly and just great to work with I constantly felt by your employees over the phone passed around, annoyed I had to be dealt with, and often told them my frustrations to what seemed to be an indifferent group. I spent almost 2,500 dollars with you guys and this was how I was treated? I have to be honest and say if you are reading this if you have no other option that is affordable use these guys but if you can find better options with a place that will treat you like a person or a client they want to deal with. Don't look here
Brandon HI paid for a moving dolly and the rearview light was out and I put in $20 of gas because they hardly had any gas. And I reserved a larger truck didn't have it.
Margaret BThe workers were very friendly and professional. I came in a panic mode. The front desk staff assured me everything would be fine and helped me calm down. They were very patient and polite, on New Year's Eve. Thank you guys!
CHANTEE KI appologize for the few items that where left I just didn’t have any room to store it the overall experience was above Excellent
Ricky B | Overall ExperienceThey kept raising the rent with no changes to the facility. They said in email to enhance security and upgrade facility but I didn't see any changes. And they barely returned enough dauleys
Geneva V | Overall ExperienceTruck broke down
PERCY PAmazing experience!!
Christopher MDishonest about available equipment, lied about not having a printer. Customer service 0
ALEX JLack of transportation to drop out uncertainty location U-Haul didn’t know high prices
JACKY KTruck broke down on me and had to be towed. I still have not received a refund. Horrible service!
KENTRELL EService was perfect but I do have an issue. I needed to rent a 6x10 ft trailer with a ramp to haul my three wheel motorcycle. The opening is too small. My bike is 5.5ft wide and the opening of the trailer is 4.8. I rented a larger trailer but it has NO RAMP. I love renting from from U-Haul because of the convenience, service and price but please fix those problems. Thank you, Derrick
DERRICK DThe staff was friendly but they needed much more help
TOBIN BGreat customer service from the staff!
Josh AEvery thing was good
ETHEL H | First ImpressionsThey were very uninterested due to it being near closing time and I left with out a uhaul or my storage i had already paid for . Could tell they were very young Would recommend better people skills .
Dequan D | First ImpressionsWhen renting I was asked would I need moving blankets and or the dolly my reply : no upon the return I was charged for the use of the dolly that I did not use the associate says it was a green tag/seal on the dolly and upon return there was no tag and had to charge me that I didn't use or need and was not pointed out on the start of the rental so I will not refer any of my friends/associates or family to that uhaul ever again . I feel I should be refunded the charge. Feel free to call me 8323320838
JOSEPH L | Overall ExperienceUnfortunately, it was terrible. I gambled with my life. The truck I rented was in such bad condition that many truck drivers on the road had to warn me not to use it. While driving at 60-65 mph, the truck shook so violently in the middle of the trailer that it felt like it was going to split in two. I narrowly avoided accidents multiple times. I even thought about taking the truck to a service center to get a report and suing you for directly endangering my life. If I had been in an accident or if something had happened to the truck, you would have blamed me for everything. Even the brakes on your truck don't work properly. Honestly, I want to sue you. I narrowly avoided several accidents due to the truck's defects.
Zafer DHad a great experience with the check-in process.
DAVID HCustomer service was a plus! Very well spoken gentleman that assisted me checking in with my reservation.
Dana H | First ImpressionsChris ,great customer service and knowledgeable.thanks
Joseph R | First ImpressionsNice services
BI YSeems to take a long time to complete rentals even if everything is done on line.
Brenda NThe lady at front desk was so nice and helpful i really appreciate it over all she was beautiful 😍
MARLON OAll the staff has been awesome, but Jena has been very helpful and she has an amazing attitude and personality! I at to go Jena!
lajuana h | Overall ExperienceEverything was on point and the staff was very nice
ROMAN MEverything was quick and fast...
ERNEST Agracias por su servicio muy bueno y limpio el personal muy profesional Dios les Bendiga a todos
LUIS T | Overall ExperienceChristian was so helpful and blessing to have served me. Servicio al cliente de excelencia.
Tarsha R | First ImpressionsEvery thing was good.
Ethel H | Overall ExperienceThis location did a great job. As a business manager and owner I can say this location is run very well while I was there.
Daniel CThe entire staff went out of their way to make sure that I was taken care of they were fast friendly and on top of their job thank you very much it was my pleasure to have used your facility and thank your employees for me I did already
KURT S | Overall ExperienceGreat location. Great staff !
Herman B | First ImpressionsI was looking for my refund. I never received it
INAYAH AI think they overwhelmed me with many calls to check the status of the delivery of the dolly even though it took less than 24 hours to rent it. I don't know if the problem is the language that I don't speak naturally or if the rules are like that, but it was not a good experience.
HANNER CReturn after hours was confusing . Had to call 1-800 U-Haul .
LaVoilette MOnly one worker slowed do checkin for a reserved truck, which set the move behind by 2 hours.
Diana M | First ImpressionsReally good service.
JESUS YThey are very friendly and helpful thank y'all guyz
ELIZABETH DVery friendly experience
PAMELA BThe truck I had ran very loud and idles loudly like it's stuck in a gear. I was never emailed a final receipt. Staff was friendly and efficient!
WILLIE BThe truck is not running correctly.
TROVOJYE TLow tire at time of pick up. Felt tire should have been checked for leaks instead of just airing it up.
Brenda NLong time customer and always pleased with the cleanliness of the spaces, the security and the customer service.
PAM W | Overall ExperienceI didn't see anything wrong. So keep up the good work
LINDA BI have appreciate the help that I have received from the team at this location. Thank you Chris and Jenna.
Valencia S | First ImpressionsWe didn't like how the trailer made the vehicle drive and after 3 transfers we were able to get to a uhaul on the north side of Houston as we were driving through while relocating to Wisconsin. They were able to guide us into the truck needed. Informed us on the truck accessories so our drive would be as pleasant as possible. One of the employees even helped us move out items out of the trailer and into the truck. Enormous help. Pleasant employees. ¡Excelente ubicación!
AMANDA MEquipment changed from my reservation. I got a call from the location from a VERY rude woman demanding equipment return before my original contract time was up. If equipment can only be rented for 24 hours then WHY can I choose a longer time when reserving online? I've been renting from this location for over a year for different events and have never had this issue. When reservation was made it was for 2 days. When contract was redone for a truck that was different than my reservation the return time was different. Did not receive link to return vehicle. Attempted to go through website and pages kept freezing up. Another customer was returning at same time and had a similar problem
BRENDA NNada
HUGHLYN HThough I reserved one online, I like how I was able to walk in and get one. Christopher needs to loosen up some. He assist me with the rental from beginning to end. I ordered and initially was charged for a dolly, however, one wasn't provided, so I request a refund.
SAMANTHA TReturn deposit refund money as promised in a more timely fashion, I should get my refund from deposit just as fast as I paid for equipment. Roy Brown
ROY BKeep trucks stocked and vans needed van at this location and was not available
TAMITHA BHave employees with better attitudes.
KEUNDRIER CUpon pickup we found that the equipment had not been properly inspected upon the last check in. The rep and I were resecuring the loose straps so they didn't get caught in the wheels and damaged when I discovered the passenger side strap had been completely ripped in two due to exactly what we were trying to prevent. The rep was very apologetic and got to work on replacing that strap immediately. While replacing it, we were casually chatting and he mentioned he has been having trouble getting the either reps to properly inspect the equipment as this should have been caught. They have a bad habit of asking the customer to just back it in over here. After the strap was replaced I went on about my way. After towing a mini van almost 1 hr, I noticed when unloading it, the other strap (driver side the uhaul rep has been securing) was also ripped but not completely. Had that van come off the trailer while going down the interstate, I shutter to think of the lives that could have been forever changed. I do not fault the rep who was helping with checkout, as my discovery of the passenger side likely interrupted him while inspecting the driver.... Here is where things get bad.... When returning the the location, I pulled into the equipment return area, disconnected the tow dolly and proceeded to go inside. I met a new rep at the door who asked if I was returning which I replied affirmtively. He immediately said, oh can you just back it in over there and guestered to the equipment storage and delivery area. I said it needs to be insected, he said it's ok, just back it in..... I saw red at this point and replied more harshly than I probably should have and told him, no it's damaged and should have been caught earlier. I was warned exactly about this, you not doing your job, come inspect the equipment. He went with me to the equipment where I showed him what was wrong. He replied with something to the effect of oh I'll have them take it out of service. Being angry I wasn't quite ready to let it go and said something about I just towed a 4000 lb van, this could have killed someone because you are taking shortcuts and probably a few other statements. Somewhere in this I guess he wanted me to just go away and said something to the effect of well im going to need help changing the strap unless you want to help me... I don't remember how I reacted to this but it wasn't positive. He said I'm sorry for the inconvenience which again made me see red. I replied this wasn't an inconvenience, this is potentially deadly! He finally completed the checkin and advised I would be getting a receipt in my email...... I realize I might be going a bit hard here but here's the thing. Because of the length of safety chains (understandably long to fit a variety of vehicles) when wrapped around the lower control arm and back all the way to where the chain is secured there was still enough room for the vehicle to maybe move back a foot. While I realize it's extremely unlikely that all the factors would have lined up perfectly for catastrophe, just imagine the scare response when even with the safety chains attached that tire comes completely off the dolly hits the road and causes a strong fishtail which would escalate quickly.... In aviation there is something called the swiss cheese model which basically says that there are so many layers of safety that even when multiple things go wrong it shouldn't be possible for a problem to get all the way through the holes in the safety of the cheese... What if I hadn't caught the passenger strap, sure I would have caught it when securing the van, but what about someone not so cautious, maybe they would have thought the other strap will hold it, maybe to don't get the chains tight enough, so much could have gone so wrong. I feel like in the swiss cheese model I was the only layer that stopped this, maybe the first rep would have but we will never know. I do not want any kind of compensation, please do not offer anything. I only ask that this be used as a learning opportunity. The checkin and checkout are safety critical. I'm sorry this was soo long, and because I'm typing this out on my phone, it's not easy to scroll back and proofread
ROBERT DThe pick up had mechanical issues, it will shake and not drive properly. Good I only needed it for a few hours.
EMIL GMAYBE if 3 weeks later U-Haul wouldn't be trying to steal $109 off my card for "storage fees" when they have been came to pick their UBOX up and don't have anything of mine ! Maybe they could've got 5 stars ! Then i called customer service and they told me it's nothing they can do until a MANAGER contact me! Everyday i have to keep my card locked because I wake up to them continuously trying to take money when i paid thousands of dollars with no problem! UNACCEPTABLE
DunJonnay WHave trucks on deck
MICHAEL SIf it weren't for the other people who HAVE been helpful, I'd rate this 1 star. But for some reason the past two weeks KYLE has been giving me wrong information and trying to over charge me on what is showing as 0 balance on my UB shipping from TX to CA. Called me this morning telling me I owe $23 and I can't receive my UB until it's paid. Who just leaves a $23 balance on something over 1k. Then has me on hold for 40 minutes! To not speak with any confidence and tell me I owe $23 is crazy. Everyone else I've spoken to there has not given me issues. Just KYLE. I don't know if he's new or a new GM, But he needs to be retrained. Everything he said, it's just hesitation is his voice like he doesn't know what he's talking about or why. I'm actually surprised Don is keeping these type of employees.
alexis sBe more informative to customers before they rent out trucks to customers.
Chrislynn HI don't see anything needed for improvement. Great customer service and process quick and thorough.
GREGORY PBueno
Levi J | Overall ExperienceNo comment
ROGER BJenna was very helpful.
Robert G | Overall ExperienceGreat experience accept for the price change
Nord B | Overall ExperienceGreat customer service and was willing to assist in every way
CHRISTOPHER ABetter maintance on dollys and trailer. Management was great in fixing the straps and rear light that were broken.
Sammara MEverything went smoothly thank you !
Danielle B | Online Move InI love the staff here !
Shalena C | First ImpressionsThank you, still would like some discounts…
SHELDON M | First ImpressionsMs Jenna in the front office was extremely kind, courteous and helpful.
HOWARD T | Overall ExperienceDefinitely coming back !!!
FRANCISCO L | Overall ExperienceEveryone was friendly & very helpful. They accommodated an issue with a dolly and helped me get the unit I needed!
Ashlee S | Online Move InI was missing some electronic devices when I moved my stuff out. Overall it was good
sharran J | Overall ExperienceThe staff was very helpful friendly very knowledgeable with my needs.
Demetria W | First ImpressionsBueno
Levi J | First ImpressionsChristian and Paula were absolutely amazing. Always willing to help and very understanding. Their customer service is beyond expectations.
Lajuana L | Overall ExperienceThe asst.manager was so excellent there I recommend for her a raise cause she very excellent customer service.thank u so much for all u did for me Darlene Duncan.
Darlene D | Overall ExperienceYour actions to continually raise my monthly rental rate is ridiculous and unacceptable. I no longer do business with U-Haul because of the continual rate hike.
Stuart G | Overall ExperienceGreat service. Very accommodating
Marlene A | Online Move InVery accommodating staff.
Marlene A | Overall ExperienceExcellent service from Christian LaBoda. Most helpful and polite customer service around. I would most definitely recommend U-Haul Moving & Storage Of Westfield!!
Ronald W | Overall ExperienceWhen my items didn't fit into the unit, the staff readily found another unit. Great service.
Marlene A | Online Move InI appreciate the friendly professional help that I received. Thank you so much.
dyann h | First ImpressionsI wish the ubox were bigger
herb k | First ImpressionsVery accommodating and understandable, especially when I needed extra time to make a payment.
Porsha M | Overall ExperienceGreat staff ! Very nice.
Paul N | Overall ExperienceI came to check my unit one day and noticed my locks had been changed by the facility manager. When I went to the office and asked what happened they told me the unit was found without a lock on it so they put a new lock on it. However, I noticed that the complete lock assembly had been switched out, and I had never been notified.
Cherita K | Overall ExperiencePerfect
Anas H | First ImpressionsExtraordinario servicio al cliente
Rukiya H | First ImpressionsI moved out on 2/24 only to find rat pee stain on my couch and pillows along with torn furniture. The manager was aware and never called me back as a follow-up! I had to get a new sectional. I paid for insurance and they told me I didn't have any! This was the worst experience!
Crystal P | Overall ExperienceThanks for great first experience with storage rental!
Teresa P | Overall Experience