The inside of the van I rented was extremely coated with cat urine and spray! The seats were coated with cat hair! The mileage was off by 18 miles and was told I have to correct it not the person who rented me the van and the way she described to do it was not possible when I showed her, her response was I dont know, you have to do it. I could not even use the van for what I wanted to use it for the smell was that bad! After I returned it and told the manager about it, another employee just put it out to get rented without cleaning it one bit!!! NOT GOOD WITH COVID!!! I had to goto the hospital i was having breathing problems as well as, covered in hives/rash. Uhaul customer service named Gill hung up on me when I asked for a supervisor and uhaul refused to refund my money! As well as, over charged me for the mileage rate was told 29¢ was charged 69¢!

Most frustrating experience ever! No one answers your call and staff is clueless. Supervisor never picks the phone. Only option is to visit the office and then pray you will have right person to answer questions about your reservation. Look elsewhere.

First off, there was one person working in the entire place. I went through the hassle of online check-in so all I needed was to be handed a key and go. When the one person working finished recapping his life story to the customer in front of me, he couldnt find the key. Apparently another employee took it home with him. After fixing my reservation to a different truck, the employee pulls it around. It is literally a 20 year old POS with an eighth of a tank of gas in it! Avoid these people like the plague!

Steve is operating his own movinghelp and is canceling orders and ordering for the customer on his own which is illegal to do so and will be reported to corporate and movinghelp bc you cant be a uhual employee and a movinghelp provider.

Online it said one quote and in store it’s 3 different quotes and prices. This uhaul place is a real rip-off DON’T GO HERE.

If i could do 0 stars I would. They changed my reservation from nearly three weeks prior two days before my move, to having me pick up the truck an hour from my launch point and charged me an additional $60 for the milage they are forcing me to drive due to me now taking the truck from Jackson to Lansing to Belleville. Never again.

Possibly understaffed? However... Reserved truck two days in advance. Check-in online one day in advance. Still wait 40 minutes upon arrival because my truck is plowed in? 10am pick up... Should be pulled around waiting. Cant find the keys to any other, more accessible 10 footers. Offers me a 15 footer. Under 1/8 tank of gas in it. I return it with very near 1/4 tank for fuel credit. Young man checks my vehicle in while on a personal phone call. Only addressing me to tell me the final total. Interrupting his personal phone call, I asked if the fuel credit had been applied? Not sure if addressing me, or his phone call, he said yes and walked away openly back to his phone conversation. Upon review, the fuel credit had not been applied. I have no picture of the fuel gage. Lesson learned. Everyone was nice, but generally incompetent.

Slow need more skilled workers 30 min to get boxes

We purchased a hitch and had it installed there in under an hour. It cost $228 for the hitch, installation and lifetime warranty.The inside of the I Haul building looked and felt new and was spotless

Put my rent on autopay. They NEVER, not once, ever pulled the money out of my bank account. Constantly hit me late fees. Never got calls. Always had to wait almost an hour on hold for a quick 2 minute phone call. Absolutely terrible. Never using them again.

This location is chronically unmotivated and understaffed. If you use this location build in some extra time to work through thier lack of motivation from the one or two people working.

Tried to get propane tank filled twice and no one comes out even after ringing bell very poor service

One star is one star too many!! I used this U-haul location in February 2020 when my brother died unexpectedly in California. Upon returning the truck the staff was horrible rude and disrespectful. I wrote several letters to corporate only to be totally ignored. U-Haul is the worst company ever with absolutely zero compassion, this location is probably the flagship location of this horrible company because their customer service was at best despicable. I hope the staff at this location, and all U-Haul employees in general, lose both parents and only sibling in less 6 months and then are treated the way they treated me. Finally the girl with all piercing smelled like pot and was clearly high on the job. Which makes me wonder about the rest of the employees at this location.

Went in Saturday and received phenomenal customer service. James went above and beyond to help us. The computer systems were ridiculously slow (took over an hour for the system to process my reservation). James was patient and professional in a highly stressful situation. Miranda was also very helpful and reassuring during our wait. Both of them are assets to your company and should be recognized for providing outstanding customer service! Thanks to both of you for being there when we needed you!!!

Go to another location horrible service

I would use caution before using any of their online booking options. I made an appointment 8 days in advance, online site confirmed the parts were available at this location. I paid in advance, received a confirmation email and reservation number. I scheduled a day off work to make the appointment and drove 20 miles to have the installation completed. When I arrived they told me they had rescheduled me and forgot to notify me of the change. They rescheduled me for July 4th, but when I asked the manager he told me they didnt have the parts and so the date was hit or miss because the parts may not come in for a month or more. While he was polite the lack of willingness to find a different solution or book me at a different location for a service I had already paid for was extremely disappointing. The money for the service was refunded to my card. I think we need to be patient during these trying times but a simple phone call would have prevented me from losing a day of PTO and allowed me to book this service with a better company.

Staff was polite, rental process was easy and quick, and the rate was very reasonable.

You got to love the staff here always willing to help. And they truly give back to the community

They had the best price for a truck, but everything else was pretty bad. The service was slow and right at the end of checking out the guy helping us started working with a coworker for at least 5 minutes is team of just handing us keys. Then the truck is equipped with blankets and a dolly that you can move and made it hard to load the truck, and if we moved them they would charge us for using them. Last returning equipment after hours was more lengthy then led to believe and we drove all over looking for the poorly marked drop box. Ive had good uhaul experiences, just never here.

After an early morning drive with my daughter from Traverse City we arrived to find a smiling helpful face behind the counter. I think her name was Jordan. Very friendly, efficient and a delight to do business with. She got us out of there quickly & we were off to move my other two young ladies out of college, back up north.Thanks Jordan!

Only 2 employees working in the store, with a line of customer snaking all the way to the door. They need to spend less time looking at their phones and more time assisting customers. Walk with a sense of purpose. Im not here for leisure to watch you lolly gag.

If I could give it less I would. Both picking up and returning equipment was a disaster. They didnt have the correct equipment for our reservation and it seems like there is only two staff members working at a time. James, the general manager, is very helpful but he is being pulled in a million directions at once

I had a HORRIBLE experience for the most part. The employee who rented the truck to me that it would be no problem to drop my truck off in Mason, MI instead of bringing it back to the facility on cedar. So i drop the truck off hours after renting to the mason facility. 3 days later & the payment is still pending.. so I call to make sure all is well - come to find out, the truck was never scanned in as returned. Had to speak to roughly 10 people to find out that I in fact COULDNT drop the truck off to a different facility - so I had to go pick the truck BACK up 3 days later and bring it back to the store I rented it from or they were going to charge me DOUBLE. I will say the store manager at cedar st location was MORE than fair. Waived the rental charge, discounted my mileage & waived all of the time that the truck sat at the mason facility. The store manager is the ONLY reason I would even consider using U-Haul again in the future. I appreciate what he/she did for me to accommodate for the inconvenience and poorly trained employee who rented the truck to me.

Ive only been there on a Saturday early in the morning. Theyre very busy and sometimes short staffed. I feel that the employees work as efficiently as possible helping out customers when they know the line is getting longer. People need to be more patient and understand that the employees working are not responsible for the staffing issues or the fact that reserving online makes the process much quicker.

Booked our truck 2 weeks ago and got the confirmation call 24 hours before pickup. Got there and no truck was staged for us. Waited in the parking lot on hold for an hour. Neither myself or customer service could reach the store manager. It took me four hours to get a vehicle and I had to go to a different location further away. By the time we got the truck to our storage unit we no longer had people available to help us move. This was a horrible experience and I recommend everyone go to the Waverly Rd store instead.

In and out no junk in between. Clean equip.

The pickup trucks are listed as costing $19.95 to rent, so we went up to rent one for two days. So it should be $40.00. They not only charged $100.00, but it was a major hassle trying to get the truck, and wasted our time and gas having to make multiple trips to get the stupid thing. Having worked in management in retail, and being familiar with good customer service policies, I’m sure that they could have done far more if they had actually wanted to to make it right. Not pleased, and will definitely check out competitors going forward.To amend, I messaged Uhaul on Facebook at 6:24 pm on Friday, and STILL haven’t gotten a response. It’s now 6:45 pm Monday. That’s no way to run a business. Terrible customer service!

I had a great experience. I reserved a 15’ truck but got a 17’ at the same price. Customer service wasn’t spectacular but sufficient.(ON SATURDAYS: MAKE SURE YOU GET THERE A HALF HOUR BEFORE YOUR RESERVATION STARTS BECAUSE THE LINE TAKES FOREVER)

Charged us $25 extra for a cleaning fee when we had the truck an hour and a half and only drove it 16 miles. Tried to get through on the phone to inquire about what needed to be cleaned and was told a manager would call back. That never happened. My husband went in person to this location to see why we were charged and all they would say was that he had to file a complaint online. I sent an email and still havent heard back three days later. I had never had an issue before, but after this I will never use U-Haul anywhere EVER again. I have never experienced such horrible customer service from any other business in my life.EDIT: Never recieved a reply email, but $25 was refunded back to my credit card. Still do not recommend this place to anyone.

Always a good experience. From filling propane tanks to renting a truck.

I had a hitch installed here. After setting an appointment and showing up on time I was told my hitch hadnt arrived yet and would be there in 1-3 days. No calls in advance so that I didnt waste my time and organize my day around the appointment.

Good experience with the guys here. I usually get my propane filled here and theyre pretty good about it. Came in 10 minutes before close one time and they too care of me. 👌

Needed to buy a receiver hitch for my wife’s car. I was Quoted one price over the phone and charged a different more expensive price at the dealer. Wife paid for equipment she was not givin or needed. Went back in and was met with attitude and in professionalism when I disputed the price quote and the Mgr (Joshua Gar) asked if I was calling him a liar. I’ve never had a problem at any other uHaul location except for this one. Consumer beware of this location. Filing a complaint with BBB and Rip Off Report.

Literally in line as we speak. 5 people behind me. No one at front desk to assist. Scratch that 6 people behind me now. Still, no one to assist.maybe on the trucks instead of pictures, put a help wanted sign. Nope, I was wrong again, 7 people now.

First let me start by saying that I paid upfront for hitch & installation over the website because of all the upsale horror stories Ive heard & read & you should do the same!. Second the folks have No personality and are smugg, I went around the bay where they had my vehicle just to stand back and watch but Mark (who installed) came to the bay door and said the waiting area is inside and pulled the door closed right in my face, at this point Im Livid that Ive been treated this way & hope that you read this & change your mind on where to do business.

I will never use any U-Haul ever again. I am a soldier that deployed and paid for all my time in advance. When I returned earlier than expected they refused to either pro-rate for the time or transfer the payment I made over to a truck to save me some expense but they would not be out any money. I asked their manager but he was not on site. When I asked for a number I could call him they insisted that he does not answer his phone and I would have have to email them, so they could email their manager, he would respond to them and THEN I would get a response. I have called numerous times but a manager or assistant has never been present. Lazy management and they obviously do not care about their customers. Decent rates but dont ever pay in advance.

I will go out of my way to tell people not to go to this location. The place looks great, and the people are friendly... BUT completely incompetent. I reserved a trailer and also a reservation for a hitch the day before. I specifically told them I was pulling a trailer that Im renting and needed everything (wiring). They quoted me abt $180, I get a call the following day confirming be reservation for the next day, they tell me $180 was only for the hitch, they tell me it will be abt $330 (strike 1). I drop my vehicle off for the install and they cant find the reservation, the person who called to follow up changed the date (strike 2). After getting my hitch installed (5 hours later) my wife had to pick up the vehicle, when I got home I noticed they had not added the wiring...I go in the next day and they had installed the wiring but they put the plug in with the jack and near the spare tire, but never told us (strike 3). When I rented the trailer I did it for Friday and told them I was bringing it back Sunday evening, so $56 with insurance. I get a call on Sunday morning asking when we were turning in the trailer... I told them again that I said the evening...I just get the bill and its over $80. Horrible absolutely horrible.

Nice place, appears well run. Youmg man moved 3 returned vehicles so we could access the propane fiil station with ou r motorhome.

Great prices on trucks of all sizes and all the moving supplies you need plus you can bring unused unopened items back for a full refund with receipt

Made appt. With ladie on 1800 uhaul was quoted like 300 bucks went in to pick up vehicle price was now 500 dollars ...then thry put on a 5k lb. Receiver i told both people it was a 8thousand 600 dry weight toy hauler i was hauling.....still havent got answer back on how they will resolve the issue....

Horrible, slow service. Still waiting after 5+ hours for a hitch to be installed. Waste of my day.

They had no problem helping me pick out a truck and they were fast and polite in getting me set up.

Never enough staff when I come here. I often wait in line for half an hour+

Nice facility however I went with Waverly road location due to highway access close by.

Great experience even though it was a holiday weekend. These folks took exceptional care of me!

Staff seemed to be overall pretty helpful, you just have to ask as they are not super aware of customers.

The other reviews are spot on. There is just a line of people with literally no employees in sight for several minutes. This is a ridiculous operation they are running here. Hire more workers.Update: been in line 45 minutes. 3 people have been helped. I feel very bad for the people behind me in line.

We all are aware of how stressful it is to move, but James was AMAZING! He made me feel so important and has the best customer service skills!

Not very happy with my experience so far. We got a storage unit May 13th and paid $79.95 for it. The next payment was due June 13th according to my receipt and email from uhaul. I set up auto payments to ensure we had no missed payments.On May 29th I receive an email letting me know my auto payment has been applied. I thought it was strange it was 2 weeks ahead of schedule, but it was fine as long as it was paid I was ok w that.Then today I wake up to an email saying that we are late and Im being charged $20 and owe $99 now. I checked my bank account and indeed they have withdrawn both payments of $79. I called and was told they dont show my most recent payment and that a manager would be calling me back shortly. That was at 7am. I went ahead and emailed the manager as well all of my documentation proving we are paid up. I have yet to hear back from anyone and its now approaching closing time.I would like someone to resolve this issue immediately. Ive already wasted enough time gathering and scanning documents and calling and emailing. If I dont hear back in a timely manner I will be forced to find a unit elsewhere.

Stopped here to fill my propane tank for my grill. It is much more cost efficient than exchanges.

Very helpful. Store was clean and organized.

Weve had good experiences at U-Haul. And, they were good at hooking up lights.

Still standing in line... Been 40 minutes. Awful. Worse than secretary of state. Waited less to get on Millenium Force opening day. Ive had kidney stones pass faster than this line has moved.

These guys work hard to help you get going!

I am part of a group of about 12 people who have been waiting for half an hour for someone to even come work the counter. The customer service when the rep arrived was non-existent.

Went to get propane refilled, took a while and the mobile payment system is super slow. People are nice.

Very friendly staff and helpful. No pressure to purchase extras.

They were very helpful in getting me the right size truck, but quoted me the incorrect price if I brought the U-Haul back late.

The worse customer service. Super rude. I wanted to rent a 5x8 and was asking if that will take my dining room and was shocked by the guy’s comment saying “I don’t know why people don’t do there reservations online “That can give you some idea about how business is run over there. There isn’t anything lower than one star unfortunately

Good experience with the people there and good service.

Very handy storage and shipping solutions. Very large selection of moving supplies and trailers at this location.

Soooooooo slow. Its like waiting at a glacier crossing.

Friendly staff and good selection of rentals.

Efficient service with plenty of equipment available.

Extremely rude customer service. The individuals I spoke with were not knowledgeable and refused to tell me which wiring I should purchase for their trailer without first providing a name, phone number, etc. I would not advise anyone to come here.

The general manager James Powell customer service is horrendous. He told me that the vehicle I rented gets 7 miles a gallon. I drove 21 miles and he said I had to put 7 to 8 gallons of gas in the tank. He needs to learn how to count.

Jordan and Brandon are great.

Quick and inexpensive

First trip to put a trailer hitch on I waited over two hours with an appointment and they hadnt even started it yet . Second trip they started it and did not have all the parts. Ended up getting it done $30 cheaper at vehicle accessories

Some of the worst customer service ever. The 2 men I dealt with were really rude. Had a trailer reserved a week in advance and they called me the day before I moved to tell me it was no longer available and that I had to get a different trailer. Never apologized for any inconvenience

Lots of stock to rent. Long lines.

Dont use storage service here. Worst storage experience Ive ever had.

Pretty cool place...

They werent helpful at all very disappointed

Great customer service

No good.

Needed to rent a truck

Experience was ok

Decent

Helpful