I was over charged for my rental and the manager refused to give me my refund when it was brought to his attention. He only said to leave my information and he would get to it later. Very bad social skills and unprofessional. Still haven't gotten my money back.
Sam DCustomer Reviews for U-Haul Moving & Storage of Timberlake
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
In 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 ExperienceVery clean - pleased with the free-use of carts
John O | Online Move InThe service was great and thanks to the employees that helped..
shaquita k | First ImpressionsGreat experience
JANET P | First ImpressionsThe staff do not take the time with customers and they are too busy conversing with each other and joking around to take the time to explain or help customers. And don’t even take you to show you where to pick up the truck. They send you out to get a truck that has others blocking it in.
Jillian W | Overall ExperienceExcept for trying to physically get someone on the phone everything went fine. Answering machine is ok but sometimes you just need to TALK with someone. Answering machine doesn't always ask the right questions or give the answers.
Ronnie c | Overall ExperienceSome of my stuff that were sentimental to me given to me from my mom was taken out of my storage unit. Regardless if it was put up for auction or not no none had the right to take my stuff. When I was making payments everything was fine. The last time I had went in there was to get rid of old beds I didn't want. The yellow cord to my unit was also cut. Not only that a lady had given me keys to my storage unit that I had already had keys too from a lock that I had bought from the Uhaul. My keys still worked. The staff was very nice though and kept checking on me as I was moving my stuff out of my Unit Monday 9, 2023.
Sandra C | Overall ExperienceInitially, the move in process was difficult because of a staffing issue at the facility. However, I thought Kashone did a wonderful job managing the situation and made the difficult process much easier. After some initial confusion about the size of my unit, she immediately remedied the situation and quickly got me set up at the right unit.
Kendra J | Online Move InThe staff when fully staffed are professional, knowledgeable and proficient. Suggestion: have more personnel inside to help those waiting, and more counter space to conduct work.
Verna B | Overall ExperienceNne
Etta W | Overall ExperienceI am 100 percent satisfied with all the staff because of all the great service I get when I visit this location.
CURTIS M | Overall ExperienceThe gal who helped me did an excellent job
TERRY S | First ImpressionsOur storage unit price went up like 4 times within like 6-8 months. The staff was always friendly when someone would be in the store. They are always short on weekends having one person to check in trucks and help people in the store sometimes I would be inside the store waiting for over 30 mins because there is no staff. This has happened on numerous occasions. With so much competition in the area the prices could be a little more affordable. You should also be able to change your payment due date to where it works with the customer pay schedule.
charlesia a | Overall ExperienceAlways a wait. I called 15 times to get a storage area. Put on hold. The customers were 25 deep at 11:00 am. Ridiculous wait. I left n came back three times. Employees cant work harder or faster. More help needed. Answer the phone please. Employees are nice for the most part. Cash is a nice guy n helpful. Not enough help. Waiting is too long.
SHARI K | First ImpressionsThere was a little confusion at first with my rental but the staff figured everything out and it was a great experience overall
Lara S | Overall ExperienceThe entire staff was accommodating, professional and very thoughtful.
Verna B | First ImpressionsStaff was friendly and very helpful with any questions and concerns. Best customer service that I had the pleasure of dealing with. They should all get a raise.
Eileen M | Overall ExperienceThe staff were Very easy to work with and I appreciated how considerate they were. My husband and I had no problems at all from start to finish!
Marissa J | Overall ExperienceWe loved our experience with U-Haul storage. My daughter and 2 other students shared a storage unit this summer and everything was clean and secure. The staff was so helpful and made moving very simple. We will definitely use this facility again in the future.
Jane M | Overall ExperienceThe ceiling tiles in the unit needs to be fixed and I had trouble finding my unit
Etta W | Online Move InThe badge in system is overly complicated. One swipe to check in, another to open a door, and no way to open the large garage doors without walking around the building. Also, we have had multiple units at once, and closing one shut down access to the facility until we got our cards re-added (we went through this multiple times). The facility has been great, but the customer experience could be easier from an access control perspective.
David M | Overall ExperienceGreat customer service. Very helpful and answered all questions!
Myron H | First ImpressionsTy is just one of the friendliest, hardest working, always wearing a smile employee I’ve encountered in a long time. Super person, treasure her!!!
James G | Overall ExperienceThe storage itself was great. My issue is with my son renting their $19.99 pickup truck, to haul (only) his mattress so he wouldn't have to sleep on the floor. He was charged $68 + for a advertised $20 rental truck. They charged $20 for insurance (it is already checked in the agreement, and my son didn't know that he didn't have to use their insurance) for the truck plus even though my insurance covers anything he drives another $19+ and .69 per mile ($13 to go 19 miles round trip) plus $19 for fuel. All for a $19.99 rental. I did get the $19 for fuel refunded.
Cathy M | Overall ExperienceHaving employees on site at the location to talk with and help customers is very valuable in my opinion. That was one reason I choose U-Haul. The employees were very helpful.
Susan S | Online Move InOnly average because they failed to refund the amount owed to me for a partial month use of facility.
Theresa O | Overall ExperienceAustin M. Is amazing guy he help out alot. And he is super funny. Think he needs a raise. He goes out of his way to help. Not many ppl would do that.
kimberly g | First ImpressionsI could not get in on my own twice Also I felt there were too many trucks There.making me feel unsafe
carmen c | Overall ExperienceToo expensive
Carson H | Overall ExperienceThe early morning staff was very helpful and pleasant. The male staff who was training went above and beyond to get all my questions answered. Also, the morning manager was very patient and pleasant. She took her time to get everything I needed in order. Thank you Ms. Karen E Williams
Karen E | First ImpressionsI loved dealing with Tai who is she storage manager. She was great and so helpful!
Dawn D | First ImpressionsMy only issue is trying to get the local facility to answer their phones. It keeps taking me to the national customer service who sends me back to the local office.
rhonda t | Overall ExperienceAmber Fitzgerald made The sale.excellent customer service skills.
Carroll H | First ImpressionsEveryone was friendly and did a wonderful job to help me with my needs
Courtney D | First ImpressionsVery pleased with UHaul. I have already recommended it to several people.
ROBERTCHARLES N | Overall ExperienceBest storage place ever
Angel C | First ImpressionsEverything was great except for when you first pull in on the left there's a loading dock I almost drove off it the first day I was there and just today a woman's activist at the y drove off the loading dock and crashed her car because there's no signage and nothing warning about a drop off I feel that is very unsafe and can be fixed easily with cones or a sign
Gregory J | First ImpressionsIf it isn't broke don't fix. Nice job U-Haul. Keep up the great work 👍.
William C | Overall ExperienceBenjamin was effecient and kind! He was diligent about finding my online reservation and provided me with all the inoframtion I needed before I could ask.
Tammie J | First ImpressionsI was so happy to get a unit from uhall. It was easy and fast
thomas a | First ImpressionsThis experience at the Timberlake Rd. U-Haul location has renewed my "faith" in U-Haul. After having very negative customer service interactions at the one on Park Ave in Lynchburg I was hesitant but I am glad I decided to try again and chose this location. It is excellent and the staff are friendly.
Colette T | Online Move InUhaul always needs help. Always have to wait. Always a line. Not enough women working there. The phone corporate people have no idea what us going on in the facility. Need local people to reserve units. Too big of a gap.
SHARI K | First ImpressionsRented a 5x7 unit. Never thought I had to go look at the unit later. We decided to take our first load to our 5x7 to only notice that it is stacked on top of a 5x5 with no lift. No means of getting up to the 5x7. No ladder, no no anything. This is ridiculous....who in there right minds does this...we had to put our 11 yr old on shoulders and then inside the unit.....NOT HAPPY AT ALL ABOUT THIS UNIT
Yvonne W | First ImpressionsAbsolutely! Tycina Moore did a fantastic job in explaining and showing me what I needed in sizes, and what might work best for me.
frances m | First ImpressionsStaff didn’t explain anything. Was not given instructions about hr to use electronic keypad or how to gain access. Later another staff member was very helpful and explained, even took the time to demonstrate.
Barry V | First ImpressionsI had an issue getting a reservation and kept getting the run around. Ty was not very professional. I had a good experience with Micheal, Ben and Amber. I would not recommend this facility. The units aren’t gated and there were No surveillance cameras in sight.
Caity M | Overall ExperienceI was sent an on-line video showing how to access my storage unit,however,it was not completely relevant to my location. Video described entering my code to enter through a gate. There was no gate. I asked for assistance and received help from a very courteous and professional gentleman in the store.
Janice P | Online Move InOk I had to answer some of the questions no because they are twofold. I’d have to say no to the facilities being well-maintained, because we were trying to bring in a few heavy items which needed to be rolled in, but we couldn’t use the bay door in front of where our storage bin is. We had to go pretty far around the building to get it in. You really should look at increasing the training of your staff that works on the weekend. Quite frankly,they did not seem to care. The first employee we talked to told us to do everything on line and we weren’t able to figure out the correct bin. He told us we should come back on Monday and there is a waiting list. The second employee we talked to also gave us the wrong storage bin. We pointed to bin we wanted and she gave us the other. The third employee said if he changed it we would be charged $600 for a 1 yr contract. He was nice and tried to help. We think his name was Tim. The rest were not professional and apathetic. It wasn’t a good experience and we will likely be looking elsewhere for storage next month.
William G | Overall ExperienceIt is well…
JARRETTHUNTER P | Overall ExperienceI went in the store and no one was in there and me and about 5 other customers waited for about 30 min before anyone came in from outside to help us.
LOGAN M | Overall ExperienceVERY NICE. I WILL RENT AGAIN WHEN I HAVE A NEED. THANKS
Timothy W | Overall ExperienceConvenient
AMANDADENISE T | First ImpressionsNo comment
marquis m | First ImpressionsStaff was extremely helpful and polite. My only issue was unattended cars parked in front of the storage area loading ramp and the u-haul trucks parked so close to the loading area making extremely difficult to maneuver. The sign in box at that door has been out of order for a while.
Brent R | Overall ExperienceAwesome service all the way around!
Jacqueline R | First ImpressionsThere was a lot of confusion when we arrived because our unit was not available. The staff made us wait over 30 minutes for a manager to find us another available unit with no explanation of what was going on. Once the unit was found, we had to wait an additional 20 minutes for the unit to be cleaned and the staff was very unhelpful. The unit itself was fine.
Carla M | First ImpressionsThe unit's floor was stained with mud. My couch suffered.
Craig B | Overall ExperienceNot only was everything as it should be in the physical building and then the unit I rented, but, staff was professional and more importantly they were helpful beyond what I expected. I’ve used this facility before I’ve recommended this facility to anyone that’s needed a storage space and I will absolutely use this facility again. Your staff was outstanding. Thank you
sandra w | Overall ExperienceMy experience overall was very very good. Your staff is well above average. The facility is clean and well organized. My only negative comment would be that I had climate control unit and there were two large doors allowing access for move-in and the one closest to my two units was broken and in and inoperable inoperable.
sandra w | First ImpressionsThe manager was awesome.
CARSON H | First ImpressionsWe have not had anything in storage with uhaul in months and yet I’m getting text messages saying we owe y’all rent. And I’ve been up there with the pictures and all. FIX IT!!!
lorrie l | Overall ExperienceI had reserved a unit online at 6AM, went inside to checkin at 1PM on the same day. Plus I got a reservation # in an email. When I arrived, the boy at the counter told me he had nothing showing I had reserved the unit. Even the reservation # showed nothing. He kept telling me there was only one unit available, and it had been reserved. It took me telling him, "the unit on reserve is in MY name, please check it", three different times. He was about to turn me away, when he said, "the unit is reserved under the name, "blah, blah". Finally I said, " that's MY name" after I had told him my name three times. Finally, another employee listening, explained to him, that's the unit I had reserved. I'm glad he was there because the young man helping check me in seemed a bit incompetent to be on the front desk.
Carolyn D | First ImpressionsThey were very helpful and made sure I was a satisfied customer
tasheika d | First ImpressionsWater leaked in my unit for months due to management negligence as evident by tarp used to slow leak down. I was not informed until I found myself in the unit. My stuff in the unit was ruined. Upon leaving unit, still not fixed. Told oh well, file an insurance claim.
Michelle W | Overall ExperienceA contract for a storage unit was made without my permission in my name! I am in Alabama, not Virginia! I want my name removed.
Anthony o | First ImpressionsThe storage manager at the Timberlake location was so helpful and went out of her way to help me with my storage needs. A real blessing!
Laura S | First ImpressionsVery helpful young men and women. Extremely happily. Excellent costumer service.
Arthur R | First ImpressionsI wasn't clearly informed that the unit was OVERhead and above another unit so I was unprepared for that, but after arriving the man at the desk was very helpful and helped me get checked in! Great price for the safe and secure facility and the overall cleanliness of the area.
Shekinah C | Online Move InAmazing customer service.
CHEF J | First ImpressionsGreat customer service. Time convenient for the set up.
Arthur R | First ImpressionsOver all I was very pleased with my experience with uhaul storage unit. If I needed a storage unit again I would go with them .
Bonnie B | Overall ExperienceThe staff were excellent. However, when I rented a 5x8x10 foot unit, we found it to be 5x7x10 - an almost 12% variance - which made it unusable for our purposes. Thankfully, a 5x10x10 was available. It is unacceptable that a unit that should have been perfect was a whole foot smaller than advertised and now we are forced to use a more expensive unit. We will be contacting the company regarding the price.
SAMUELGARRETT C | First ImpressionsWe had a wonderful experience. We used this as storage for our college students and recommend it highly!
DAVID T | Overall ExperienceI love uhaul
natika h | Overall Experiencein 2-words? super! terrific!
David T | Overall ExperienceHad several problems getting into my climate control storage. The security doors sometime would not let me in and when I would go to the front desk to ask someone to help me there was usually no one there and I would have to wait five minutes before somebody else came back in to help me. I also have a climate control storage and there’s a thermometer that says the building is supposed to be in between the two lines during the winter time it got below that why would I be paying for a storage building if you cannot maintain the temperature like you’re supposed to. I canceled my storage building not too long after. U-Haul charged my account on August 1 and I canceled on August 2 and was told that I would not get a refund don’t understand why this is ridiculous what kind of policies do you have. Not sure if I would recommend or use your company again
alex m | Overall ExperienceGreat staff.
Emmanuel C | Overall ExperienceMy interactions with Tim were delightful. Very satisfied. Recommended this location to some family members.
Joe G | First ImpressionsHad a problem in the beginning but it was worked out.
Angela S | First ImpressionsI don't know why I am getting a message saying you all are sorry to see me go. I still am with you all.
Brian C | Overall ExperienceDuring the snow storm storage access to unit was very difficult since they did not clean snow in front of units, and no help provided by management to access for almost one week. Not good management.
Zafar H | Overall ExperienceKat is phenomenal. Every single time I am in there she always comes through and is there to help. I highly recommend her get some sort of promotion because she’s the one person who each and every time greets me and wants to help out.
Tyler L | First ImpressionsThe young man that helped me at the Timberlake storage facility was excellent.
Roger D | First ImpressionsBen Dooley, the General Managers customer service is awful. I will never use anything UHAUL again. I was out with Covid and in the hospital for a month and got behind on my storage unit payment. He refused to speak with me directly so I could explain my situation. He is not willing to work with you at all and doesn’t care. What kind of GM refuses to speak with a customer. I even went to the store and ask to speak with him and was refused. Terrible customer service. He needs to learn how to treat his customers and less of his man bun.
Travis D | Overall ExperienceNo alternative unit was provided when storage unit promised via online reservation was not available. Not even a cursory apology. To date, no response from email sent to management regarding problem.
James M | Online Move InAll wS great till the day I unloaded my Ubox. The box was not ready at the agreed time. Had to hunt for someone to get the box out. Found 4 folks all taking a break together. Never had that issue there before. Most of the time a great experience there.
Janet D | Overall ExperienceAs a senior citizen, trying to do everything online was frustrating. With the help of a younger mind, we got it done.
Paula P | Online Move InLove the young lady at the desk. Her personality is out of this world. She is a keeper
Robin C | First ImpressionsKoffi was most helpful
Donna W | First ImpressionsI was charged for gas when one employee said gas was good …very disappointed in u haul
Kim M | First ImpressionsStaff extremely knowledgeable, helpful and friendly
CASEY S | First ImpressionsThe pricing was a little too much! And the increase in price was unacceptable. They should have been grandfathered in and the new customers should have been given the new pricing. I would have been there at least another year if the price had stayed the same.
SANDY W | Overall ExperienceActual storage unit was fine. Everything else about experience was not. Snow was plowed right in front of the unit so moving out was a slipping hazard. Staff barely explained check in process and acted as if helping us/answering questions was a chore. When we went to move out and stop renting, nothing about reimbursement for partial month was explained—nothing about move out process explained for that matter—and staff member seemed intoxicated. Blood shot eyes and slowed speech. Will never use Lynchburg Uhaul again.
Samantha C | Overall ExperienceStaff never answered the phone and was not particularly helpful
Kristopher R | Overall ExperienceThe staff at the Timberlake Office in Lynchburg, VA, we're very helpful, professional, and informative.
steve A | First ImpressionsI needed a large unit for storing things for 3 months. There were none to be had. I have rented a 10x10, and an 8x10. I seriously STILL need more space to store 2 beds, end tables, large kitchen table and 12 chairs and kitchen things. Is there any compensation for having to rent another 2 more small units instead of a large 10x30 that I really need??? I don't want my belongings stored at 3 to 4 different Companies. Can you help?
Dianne F | Online Move InIt rained inside my storage bin and my furniture got molded. Nobody helped otr tried to help.
Shanna W | Overall ExperienceThere were no issues
Kelly T | Overall ExperienceAll employees were helpful and kind. Made one less stress in my life feel like it's going be okay. Thank you all !
RACHAELANN H | First ImpressionsEveryone really was very nice and helpful during my move I have a filiated myself with them three or four times and it’s a good experience. Even in the worst of times everyone was really great thank you for your services.
VICKI J | Overall ExperienceTo expensive
Joseph T | Overall ExperienceI was in one of the overflow storage with old truck cabs. For the most part ok, but, my old truck door with gaps let too much moisture and bugs into the storage unit. Needs repaired.
John A | Overall ExperienceI think that you should pro rate your prices when you have an early move out and not charge a full month of payment!
Molly B | Overall ExperienceVery convenient for me
William A | First ImpressionsWell kept facility and knowledgeable staff. Probably the cleanest facility that I have used in 69 years of life. Pricing is a bit high, but I guess you get what you pay for in a positive way.
Alexandria S | First ImpressionsEveryone ( with the exception of one lady who was more interested in her cell phone and didn’t try to help , even lied about availability because she didn’t look ) was great. The big guy and two other young men were extremely pleasant and helpful.
Shawn B | Overall ExperienceMy experience was great. It was one of the last places in the area with the size I needed. The staff was wonderful and friendly and answered all my questions.
Michael C | First ImpressionsThe storage facility was clean and very accessible. The customer parking for check-in was not the easiest to find amongst everything else going on at the lot. It would have been nice to check in online since we arrived late one night and had to wait for the next day to move in. Very minor things. Everything else was good.
JOSE R | Overall ExperienceWould definitely recommend U-Haul storage to anyone. The facility was super clean and Ty called to let me know our unit was ready.
Nicole L | Online Move InMy experience at the Uhaul on Timberlake RD has been fabulous. Austen is superb and so is Kat!
Andre S | Overall ExperienceFriendly staff and clean facility
Kelly T | Overall ExperienceWe have used this facility over the past several summers to store my daughters college things while she travels home for the summer. Excellent service. We will be back next year!
gabrielle d | Overall ExperienceN/A
Allison p | Overall Experiencesuper product! super operation! super staff!
DAVIDJUDE T | Overall ExperienceI had the worst experience with UHAUL from day 1. It all started when I reserved a unit online with UHAUL on Park Ave. I came with a truck full of things to put in unit to be told the elevator was out of service and my unit was on the 3rd floor. How on earth would I be able to move furniture and heavy tubs/boxes up all those steps? So, I cancelled my storage unit and still had a truck full that I couldn't put in storage and had done all that lifting and moving for nothing.... ON TOP OF ALL THAT, The woman who was at the front desk at Park Ave was the most DISRESPECTFUL, SARCASTIC, UNPROFESSIONAL CUSTOMER SERVICE I'VE EVER HAD IN MY LIFE! I HAD NO LUCK FOR WEEKS FINDING A STORAGE UNIT I COULD AFFORD THAT WAS AVAILABLE. TIMBERLAKE HAD NO UNITS available in 5x10. Finally one comes available but has to be cleaned. Then it had to be fixed. Then it wasn't my size I paid for. Home office had been contacted numerous times but they are just as unprofessional as everybody else. I never could get Timberlake to answer phone calls. Dude who did my paperwork didn't know what he was doing. Had to redo once I finally was put in right size unit. I pay in full back months ago, moved everything out unit and took lock off. I get emails saying I have a lien and overdue balance. What on earth????? You guys are the worst!
cathy p | Overall ExperienceI don't understand why you can't prorate your rent when someone leaves. $98 for one week is not a good deal. You are a big company and probably don't care. Just saying.
Ralph C | Overall ExperienceIt would be nice to reach this onsite office by phone
BILL L | Overall ExperienceSorry to say that I wasn't reinbursed for the last 6 days from when I took my items from the storage unit.
Ann D | Overall ExperienceI did not move in. There was not a storage unit...I was told there would be a smaller unit later this week. I am furious. I had a reservation for over a week, and then showed up early on 8-1 to find out which unit so I could move in, only to be told they did not have that size and would not have that size. This should not be allowed, and you all need to do something about it.
Susan B | First ImpressionsI love my unit it's convenient.Im happy that there's a safe place to store my belongings so thank you uhaul.Thumbs up.
BRIDGETSPARKS H | First ImpressionsEven though they rented me a storage box that was already rented, everything was handled in a timely manner, well done !!!!
Russell G | First ImpressionsThanks for providing this excellent service.
Paul J | Overall ExperienceThe actual checking in to rent the unit was extremely slow and frustrating. There was definitely not enough workers to effectively manage the amount of customers looking to rent. After receiving our unit number and going to that unit, we found it had already been rented out and was filled with someone else’s stuff, so back we go to the office and go through the process all over again...extremely frustrating.
Leshia C | Overall ExperienceI am very impressed with the indoor storage facilities, there are very clean and have carts available. I was also in need of a climate-controlled unit and they had one available, considering at this time of year it is very hard to find available units in town
Samantha N | First ImpressionsCharged charged charged agai for another person's rental. NEVER AGAIN!!!@@@
Michele W | Overall ExperienceThe gentleman that helped me at the storage facility was quick, helpful, and jus customer service was excellent.
Marvina J | First Impressionsessentially heroic staff!
David T | First Impressionsessentially heroic staff!
DAVIDJUDE T | First ImpressionsGreat staff, great facilities, great prices! Highly recommend.
David K | Overall ExperienceI booked the smallest unit with the main office only to find out I was not afforded the unit I had booked. I was told at the Timberlake VA this unit, even though I had booked it, I had to take a much higher priced unit.
Michele W | First ImpressionsReserved two units on internet. One worked the othe just reserved. Don’t know why. Had to go down to storage location and redo for unit two everything I just did on unit one. So everything was good except the online reservation hiccup/confusion.
John A | Online Move InI contracted (via the website) for a 10 X 10 unit. When I arrived with my stuff, "my" unit had a lock on it. The guy on duty did all he could to help me, but I ended up keeping the trailer for two more days while they figured out the situation. Finally, they gave me a 10 X 15 unit and I unloaded my stuff. On a subsequent visit, I learned that I was to be charged $40/mo. more than I contracted (because I had a bigger unit). I now have to go move my stuff AGAIN into a 10 X 10 unit, or pay $40 more than I budgeted. NOT A GOOD EXPERIENCE.
Norman N | First ImpressionsOnly frustration was check in process was very slow for being pre-registered Our customer rep was not well trained and she seemed to struggle with the computer. Everything else is great. Thanks
Kimberly A | First ImpressionsIt is very frustrating that no ones ever answers the phone at the Lynchburg Timberlake location. I called and tried to reach someone for over a week, was on hold for 35-45 minutes and either gave up or was then directed to the main call center. My questions and concerns were about this location and very frustrated that I couldn’t get ahold of anyone there.
Lisa V | First ImpressionsRegarding the rating. I would have listed it as above average except for one thing. Before management was changed in late 2020 the office people did not know how to handle check payments. The previous manager was so inept that she hid checks in a desk drawer. As a result I was sent failure to pay notices and charged late fees. That condition persisted for a period of several months until the management change. I consider that issue an executive failure for not training their personnel.
Henry D | Overall ExperienceI’ve been with the Timberlake facility for a while and anytime I’ve made an inquiry, needed their help or their advice, these representatives have always gone beyond just the “customer service” usual response’s. Their “above and beyond” mindset gives me the knowledge of what they are truly all about. I appreciate and am grateful for their commitment.
susan p | First ImpressionsIt was the best experience, they made me feel like home very friendly would recommend to a friend or family. Thank You..
Jesus T | Overall ExperienceThe best service from the employees..they made it happen ..thanks guys you were awesome..
Jesus T | First ImpressionsI rented a space outside unaware that it would get water inside and damage quite a few of my belongings everything had mold on it... I was told that I needed to had insurance for my belongings but no offer I paid a months rent which I didn’t use I was told there’s no pro rate even though they continued to bill me send letters and emails that rent was past due. Aside of the belongings being damaged due to water coming into the unit outside inside unit was ok climate control property that is most valuable.
Giacomo V | Overall ExperienceGregory is very professional and helpful. He knows how provide solutions to the clients ASAP. The experience with him is excellent. He is the best I got in touch from U-Haul.
Miriam V | First ImpressionsYour cashier you was amazing! Very pleasant, we shared some laughs. It was a delight! Moving is stressful! Moving to another city in a pandemic has taken the cake. I’m surprised I still have hair, but at least, at least this was the ONE thing that went smoothly! Thank you!
Ashley P | Online Move InWhile the staff was extremely friendly, they were not well-trained in the processes I needed.
CLAUDEJUNIOR G | Overall ExperienceThe manger as well as the staff were simply amazing!! They were accommodating to my unique situation and went above and beyond, just an overall great team at this location!!
Britteny C | First ImpressionsThank you for all your help!
tito m | Overall ExperienceU-HAUL will and has always been my first stop for storage and moving.
Kellie C | Overall ExperienceGood deal. Very helpful customer service, throughout the entire process. They made everything SO easy! Very good experience.
Barbara B | Overall ExperienceExcellent Management Staff
kayla t | First ImpressionsGreat experience. The manager was extremely helpful and professional.
Cynthia M | First ImpressionsVery thankful for Gregory Martin and his help in securing a quality storage unit — speedy, kind service.
Christopher B | First ImpressionsAll around excellent presentation & follow thru.
STEPHEN W | First ImpressionsYour staff needs a lot of work. 1st off you don’t have enough to serve your customers I waited for 45 mins and then had to deal with a very rude lady behind the counter for another 45 mins. I was hoping this was going to be a quick in and out process. 2nd your large truck sounds like death. The check oil light was on, when it runs it bangs and clanks, when it stops it jerks and pulls like your not going to stop. This could use work. I came to you for a clean, friendly, fast, reliable service. While the truck was clean, and the facilities are super clean, the staff is not friendly, reliable or fast. This is not our first issue. We reserved a UHaul UBox from this facility, I called to confirm all was well, when my husband when to pick it up, he couldn’t because that facility didn’t have the equipment. Instead of offering to correct it they said sorry nothing we can do and we left: I called 2 additional facilities and finally was able to get in touch with a phone rep who actually helped fix the mistake. I think if you had more friendly staff members you would be able to avoid a lot of headaches
Tiffanee T | First ImpressionsAlways room for improvement
james b | First ImpressionsThis location on Timberlake is how all Uhaul experiences should be. Helpful staff, clean location with plenty of inventory and moving/storage accessories. I highly recommend.
John G | Overall ExperienceGreat people to work with. Looking forward to a long business relationship with the team at U Haul. Very Thankful for the Center @ Timberlake. Kevin Winters
Kevin W | First ImpressionsVery Satisfied. Worked with our College Students to help them with a quick storage move. Thanks
brooks m | Overall ExperienceI reserved a storage unit online yesterday with my credit card and came in today to get a lock and start storing. There were two men and a woman there who I believe was the manager. The man who I initially went to at the register was not wearing a mask or a name badge. He told me that I would have to pay cash or come back tomorrow to pay for the storage because the card reader was broken. I asked if I could go see the unit, he sent me the wrong direction, wrong building. I came back, he just sat there and told me I was not looking hard enough. The other man who was finishing up with another customer asked what number I had and told me where to go. He later came out and helped me find the unit and I told him what happened with not being able to pay by credit card which was putting me in a dilemma with my plans to store. He told me he could check and enter my card into their computer system manually for me if needed. His name was Dustin, he was very helpful and the only one there wearing a face mask and name badge. So we went back inside, the manager and other man were clearly upset I was being helped by Dustin. The manager tried to block Dustin from the register saying she was using it (but there were no other customers at the time) and the other man who insisted I pay cash or come back tomorrow were both clearly upset towards Dustin because was helping me. Dustin checked me in, manually entered my credit card and gave me my paperwork. Dustin was very professional and gave good customer service despite his co worker and supervisor being negative towards him for helping me. My heart goes out to Dustin for helping me when clearly no one else in the building wanted to. What was immensely upsetting to me was the way the manager and other man were hostile towards Justin for simply doing his job and providing good customer service, something that neither of the other two wanted to do. I think this UHaul needs to be investigated further, 1st because of the man who insisted I pay cash or come back tomorrow, 2nd for poor management for creating and facilitating a hostile work environment towards the one person there actually doing work and providing good customer service, 3rd for not both these employees not wearing name badges. The whole requiring cash seemed dishonest knowing that the info can be typed into the computer. Thank you Dustin for providing good customer service in a hostile environment, I hope the corporate office takes notice and supports you. I also filed a complaint regarding what I observed and hope you are not subject to that type of hostility from management or your co workers in the future. No one deserves to be treated that way, not you or I.
becky g | First ImpressionsEverything was great about this place including renting the truck
emma w | Overall ExperienceFolks at your facility are nice and helpful, but during the middle of a pandemic is no time for them to NOT wear face coverings.
Brett H | Overall ExperienceWould suggest having the truck gas tanks filled to the top to get an accurate charge for return.
Tracy S | First ImpressionsThe staff doesn’t appear to be connected to the online options. When I checked out online I still had to go to the store and check out. The staff advised they didn’t see the online checkout notifications. You also should not have to pay to use the dumpster. It should be included in the cost of the storage unit rental. $8.00 to throw out a bar stool is shameful.
Gary H | Overall ExperienceManager was extremely nice and helpful!!
linda J | First ImpressionsThe gentlemen helping me was friendly, competent, efficient, and made the experience great!
William Z | First ImpressionsCalled 3 days ago to plan to unload my ubox and reserved a unit to put it in. Was told it would be ready for me. Got there on the day. One person for 20 minutes helping one person. Huge line. Finally got another person, called me to the front and told me he didn't know how to help me so I had to wait for the other guy dealing with an issue with a customer. After an hour of waiting, told the guy I wanted to unload my ubox and get my reserved unit. He said ok and went to get it. After 45 minutes he told me he couldn't find it and gave me his managers phone number and said he couldn't do anything and I'd have to come back another. Called Shamika, the manager. She said sorry no one there to find ubox, I'll call you back in 5 minutes. I had to call her after 15 minutes because she didn't call back. Said sorry, can't get any one. Wasted 2 hours of my day and the 5 people who were there with me to unload. I asked if she could have someone call me when they found it. She said yes. Next day, I get a call at 445pm asking if I was going to come unload my ubox because they close at 5 and had it waiting for me all day. I said someone was supposed to call me when it was ready. She said it was a miscommunication and it was ready but no one called. Another day wasted. Horrible communication, lack of training, no follow through, and nothing was offered to make up for any of this. Horrible service and awful experience. I'm only going to continue to use uhaul this time because my stuff is already there. I won't be using it again unless something is done to make up for this fiasco.
Dustin H | First ImpressionsStaff was very friendly. Check-in was easy. Great price.
kelly k | First ImpressionsThe gentleman - I emphasize gentle, who has only been employed there for one month, was amazing. He did not say how can I help you he asked "how can I serve you" and with a warm inviting smile. His blue glasses added a touch of class as well. You might say I am going over board, however, I am not saying enough. Great job to whomever hired him. I cannot wait to relocate to this awesome city. Celeste Irene Coffield
Celeste C | First ImpressionsBenjamin has been a pleasure to work with this is my second time renting a storage unit here ! Benjamin was extremely helpful and courteous A++++++++ 👍🏻👍🏻👍🏻
Jeff D | Overall ExperienceI have used Uhaul for years, but never needed storage until we moved to Lynchburg. Everyone was accommodating and professional.
John W | First ImpressionsThe man who helped me went above and beyond as I changed my mind through the process. He was so helpful and pleasant!
karen v | Overall ExperienceExcellent staff and facilities
Elizabeth S | Overall ExperienceThe associate who checked me in was absolutely professional, courteous, knowledgeable.
Reginald p | First ImpressionsThe drive in garage was wonderful.
Matthew G | First ImpressionsGreat Customer service. Friendly staff. However, they need to improve parking in front of storage building. I had a 26ft truck and it was impossible for me to maneuver to unload truck due to the layout of the parking lot. I got internal storage and the entrance was hard to get to because there were cars parked in parking spaces too close to building to safely maneuver a 26ft truck.
Rebecca C | First ImpressionsUnit has a water leak and some of my items were damaged.
GERARDO V | Overall ExperienceUhaul on Timberlake was very clean and temperature controlled nicely. The staff was always friendly and even helped me throw away a huge floor model tv without me asking for help. Pricey but worth it.
Angel W | Overall ExperienceFriendly and professional staff. The "store" area was very clean and well organized. I was escorted to my storage unit. That facility was also very clean.
Donna M | First ImpressionsGreat customer service
michael c | Overall ExperienceExtremely pleased with all aspects of service received.
karen c | Overall ExperienceFriendly and efficient
Thomas B | First ImpressionsExcellent! Clean and always had carts available.
Janice G | Overall ExperienceGreat location
Ken T | Overall ExperienceAnytime I went to the office for assistance, no one would be around. There's a shortage of help. When I wanted to end my unit, I tried to call and the wait time was over 20 mins. You need people.
Danielle C | Overall ExperienceI was in an indoor unit where they were doing construction. The garage door closest to my unit was not accessible and I would often have to wait if someone else was unloading or others would wait.
Sonny K | Overall ExperienceA few encounters left me feeling like I was bothering some staff. Most were very helpful. Had some mold in my unit & when I mentioned it to the manager there was zero response from him. Lesson Learned
Helen K | Overall ExperienceEasy access. Climate controlled. Very clean and in excellent condition.
Seth V | Overall ExperienceThis was a perfect facility to store our college student’s dorm room contents for the summer! The staff was friendly and the unit was safe, secure, and well lit. We will definitely use them again!
Jane C | Overall ExperienceI would have given a perfect rating up until the last month with all of the issues with broken garage doors and the change in the access protocols. It was a challenge for us this last month.
Stephanie M | Overall ExperienceThanks for an excellent storage experience
Alys H | Overall ExperienceThe facility was fantastic. The corporate reservation system is messed up. It allowed users to book units that weren’t finished. Thankfully the staff found a unit we could use.
Lucinda M | Overall ExperienceI don't like the fact that they won't prorate the storage fee. I moved out of the storage unit (3) three weeks earlier than planned, asked if I could only pay for the week that I needed.They won't pro
latoya t | Overall ExperienceThis was my first time renting a storage unit for my son & friends to store their belongings over summer break from college. From start to finish, this was an A+ experience. Great facility & staff!!
jackie c | Overall ExperienceExcellent service from everyone here. They could use more help on college moving weekend, but great service.
Kris K | Overall ExperienceI had called to reserve a unit several days ahead of time. On my move in date they gave me a unit that was filled with construction items. I was told to come back the next day and it would be cleaned
marisha m | Overall ExperienceService was outstanding. Brandon and the assistant manager are great!
Wilfredo B | First ImpressionsVery nice staff and helpful with everything. I won't ever go to downtown lynchburg location only Timberlake from now on.
LORRAINE M | First ImpressionsThe Best UHaul storage we have been to. Top Notch, Clean, Professional Staff, *Efficient
Richard S | First ImpressionsGreat and easy experience. .
Gerard M | Overall ExperienceGreat service. I dealt with very professional and personable employees.
Francis R | First ImpressionsMy unit was dusty and the entire building smells like oregano. Consider fixing. I booked an "interior heated unit" thinking that was considered "climate controlled" I was misled.
Ruthie T | First ImpressionsGood service but didnt have exactly what i needed. Got stuck with an inside unit when all i really wanted was a drive up unit.
Micah B | First ImpressionsEvery time I've worked with Timberlake, my reservation has been lost, my information has been wrong, & I have been charged more than my original contract. I've had to call or come in 14x since March.
Katherine S | First ImpressionsTimberlake UHaul storage was very secure and staff extremely helpful.
Pat S | Overall ExperienceEmployees were very helpful
Kathy A | Overall ExperienceBen was courteous & patient. Ready & able to accommodate & knowledgable about the our needs willing to do anything to make an excellent experience. While waiting he dealt with other wiyh mutual resp
George C | First ImpressionsThe staff was very friendly & helpful. Easy access to the storage locker we rented, and impressed with how clean the facility was. Great option for storing college student's belongings.
jackie c | First ImpressionsThe facility is spotless and well maintained. The service was friendly and covered all the details needed.
Alys H | First ImpressionsHad a reservation number. Called a week before to confirm and change arrival date. Upon arrival they could not find my reservation after waiting in line for 20 minutes. Had to start process again.
gabrielle d | First ImpressionsGreat service
Aretha A | Overall ExperienceThe process was so easy. The person who helped us (I think his name was Michael) answered all of our questions and was very nice. I would definitely recommend this place to other people.
Camlyn P | First ImpressionsCustomer service person excellent and very helpfull
jerry s | First ImpressionsVery nice facility. Well kept and the staff were nice and helpful.
Jacqueline J | Overall ExperienceThanks for being crooks, and enjoy your miserable life, all of you are low life crooks.
Antwan C | Overall ExperienceGreat customer service.
William H | First ImpressionsVery helpful staff, clean new storage units
Elizabeth S | Overall ExperienceIt was stated by employee that the rented storage unit would be cleaned on the afternoon of the request. Upon arrival the next day the unit needed cleaning. Poor delivery on a promise.
James M | First ImpressionsNo complaints about storage unit
breanna j | Overall ExperienceWe are a business and dealing with your front office staff was flawless! Great staff! Thank you
Bailey G | Overall ExperienceOur wait was a little longer than we would have liked, but the service and knowledge of Alec was fantastic. He is a valuable employee. He made sure we would have what we needed to move.
Pat S | First ImpressionsMy aunt passed away unexpectedly a couple of weeks ago. Staff were very kind and sympathetic when I went in to make her March payment. I highly recommend them.
Amanda K | Overall ExperienceAlthough the staff was courteous, I did not appreciate being up sold for double U-Box trailer and not informed of all costs.
Jeremy B | Overall ExperienceI rented a covered spot, 6mos in (they changed the building) and I was being "evicted".If I'd known a covered spot for my RV was only going 2 b 4 6mos, I would've made other arrangements. Poor Mngmnt!
kyle s | Overall ExperienceThe female manager along with Brian and mr doodley were very pleasant and helpful. All the people were very helpful. I don’t hesitate to buy here
Roslyn H | First ImpressionsMichael was very welcoming, prompt, and informative.
Jacqueline J | First Impressionswow this was soooo easy and the staff, facility and everything was great!!!
tonia g | Overall ExperienceThe storage unit was climate controlled for our photographs and other family memorabilia. Sliding doors and large carts provided easy access for moving items in and out of storage.
marjorie h | Overall ExperienceTook good care of me set my account up took me for a tour and walked me through the process
Crystal S | First ImpressionsWe had an indoor unit, and it was perfect for our needs, which was storing items during and after a move. The garage door access was very useful for pulling a car into a covered area to load, etc.
brian g | Overall ExperienceThe worst storage facility I have ever experienced. I will not be coming back!
Sam P | Overall ExperienceEasy
Mark C | Overall Experience.
STEVE C | Overall ExperienceThey took the time and help without any animosity even though the computers went down and there were a lot of angry customers.
Avary R | Reservationstaff was very helpful and the facility was very clean. I would choose this company over any others.
holly m | Overall Experience•••••
Blair N | Overall Experienceunits were clean and climate controlled. one complaint. I got an auto draft from my bank account after emptying the unit.I now have to wait 3 to 7 day for refund due to an employee not closing account
George B | Overall ExperienceTe faciity office was not easily accessible by phone. I would say it is the worst phone system I have come across.
Sandy M | Overall ExperienceBenjamin and Adam were very helpful. We needed bandaids due to cuts while moving, and they helped us out. They were courteous, helpful, and resourceful. I highly recommend U-haul Timberlake's services
david r | ReservationNew business in Lynchburg, VA. Very well organized, professional and helpful!
todd g | ReservationThanks!
JUSTIN S | Overall Experiencecustomer service was absolutely wonderful!
holly m | ReservationStaff was friendly and always ready to help.
Carlton H | Overall ExperienceThe manager is totally unprofessional and does not recognize or acknowledge customers coming in to the store. We moved are storage due to the manager.
Denise P | Overall ExperienceGreat service and very professional!
adam b | ReservationWe were very pleased with our experience
dana z | Overall ExperienceInside dry.
Pamela F | Overall ExperienceMaybe a little short staffed, but great and very helpful staff.
JEFFERY K | Overall ExperienceService was quick and efficient
Derrick S | ReservationVery helpful, great job. Thank you
yvonne w | Overall ExperienceThe only issue was being issued Unit 96 but it was on our account as Unit 94. Due to this we were locked out twice in 2 days and had to request that the second lock be removed.
Lisa T | Overall ExperienceIt was impossible to get someone on the phone. I called over a dozen times to get an answer for a move out question. There is an answering service but they couldn’t help. Just left vm.
Kari F | Overall ExperienceThe staff and GM went out of their way to make our experience simply perfect. Very knowledgeable, kind, courteous, fast, responsive, team in this rental and in all of our experiences at this facility.
Eric H | Overall ExperienceAgain, cooperate UHAUL messed up my reservation.... this really needs to be fixed along with accurate quotes before I recommend uhaul to anyone or use it again myself
Jordan R | Overall ExperienceThe only thing Ibwould improve is the number of employees helping people in the store section. It was usually a long wait time.
Michelle P | Overall ExperienceThe staff don't have a clue!
Holli S | Overall ExperienceWe had trouble reaching the direct Timberlake business quite a few times, but other than that I was completely satisfied.
Bart R | Overall Experience