I made a reservation online but when got there they didnt have the truck and wanted me to go pick up at another location downtown Buffalo. The manager/owner explained that on reservation webpage you tick a box stating that you are in agreement that they may change the reservation and call you. They supposedly called me but didnt leave a message. Later I found text messages saying that they changed the reservation and the time of pick up. Very frustrating to deal with this. I wonder what is the point of making a reservation if its gonna be changed? Another point of this frustrating experience is that when I entered the store the manager was in a shouting match with a customer being unnecessarily rude with this other customer. Guess what was this customers complaint.... he reserved a truck and also got sent somewhere and got stuck with a bigger truck. Uhaul is not reliable and does not guarantee their reservations.
Dont recommend (x2)..... Set an appt for a hitch installation and they moved it to another day without notifying me--so I took off of work and drove in for no reason. Set another appointment. They did it again!! I just set another one. Guess Im a glutton for punishment.
They are understaffed. Can’t get through on phone. They removed items from my car during hitch install, didn’t realize it. Had to drive over an hour round trip to retrieve my stuff that they neglected to notice. Was hoping for $20 inconvenience and gas money. Manager is conveniently never there.
I can’t even fathom how this guy got hired at the front desk. Completely terrible customer service from him.
Before I could pick up equipment, my vehicle had to be inspected by U-Haul employee. Woman who initially started inspection had to call over someone else to finish the inspection, apparently she found me rude and was unable to serve me.When I went to return equipment a week later, same woman as original. She already knew that I had an issue with equipment while in Florida, resulting in several thousand dollars worth of damages to my tow vehicle. In the less than ten minutes it took me to drop off the equipment she called me negligent three times. We were not discussing the issue in Florida - but she felt it necessary to belittle me and insult me just the same. This woman has a real attitude / customer service problem.I will go out of my way to do business with another U-Haul or another company rather than deal with this woman. This was done in front of either the owner or co-manager of the facility. Hence this is not only just her problem but also a management problem.I strongly recommend you do business with one of the other many U-Haul locations in the Buffalo area.
Elaine and Austin were extremely helpful and pleasant. They went over and beyond to take care of me and I cant thank them enough.
Worst experience EVER! Upon arriving, the agent at the desk told me to hold on while he took a few minutes to finish up sending a text. Once he was finally done, he fails to make any eye contact to me and asks what can I get you? I then tell him my last name, which in return he asks again What can I get you? surprised by his response and lack of eye contact, I tell him (again) that I have a reservation and provide him my name. He then (for the first time) makes eye contact with me, having been there for over 5 minutes now, and asks what size van do you want? Finally, were making progress! Later in the process (in between checking text messages) he asks me if I checked in online, when I told him the technical difficulties I had online doing so, he rolled his eyes and says license. At the end of the check-in he tells me to go outside to get the van. As Im waiting outside, a different employee drives a van up, leaves it running and walks away. There was no Mr. Grattan here is your rental or anything like that. When I go find the employee I ask him which rental is mine and he says its the one we left running for you. Apologies if I didnt want to steal a van that wasnt mine, the audacity!When I got in the van, it was filthy, bottles left over from other renters, the drivers side door NEVER shut completely, so hearing the sounds of I-90 was fantastic! This location is horrible and it has almost as many 1 stars as 5-stars. They need to pick up their act before they get shut down.
I had my Uhaul account hacked and an order placed at this location for a rental without my consent or knowledge. When I called, I was told that they didnt have time to speak with me about it and to call back later when they werent busy. I ended up contacting Uhaul directly to ensure that my identity was secure. Not sure what theyre doing over there, but paying attention and looking out for their former and current customers doesnt seem to be priority. Id use Budget instead.
Well I got a confirmation to pick up a trailer over a week ago at this location, (within two miles of my house) today they send me a message one day before pick up and tell me my new pick up location is now over a hour away into the city of Buffalo. Your best bet is to find someone else these people are clueless about inventory and they will lie to you up until the last second and say they have something available just to get your card number and force you into doing and going to where they tell you to.
You can store almost anything in U-Haul!!!
Unbelievably poor customer service. Went there on July 20th to inquire about the instillation of a trailer hitch. Was provided a price, and date of instillation on August 24th.Took day off from work, was contacted the morning of, and informed, that the part was not in! Are you kidding me?The least that they could have done is let me know in advance. Pathetic!
Went there for a propane tank refill and probably wont attempt it again. I waited in line at the register not knowing there is a separate line just for refills. The task organization was mildly chaotic as the clerk ran back and forth several times. Even the couple in front of me commented on the craziness. Saving grace was the courteous clerk.
We have used uhaul multiple times in the past with no hassle and polite staff. Unfortunately that is no longer the case. My husband went to reserve a car hauler online, he had to fill out a form Tuesday night. When he arrived at uhaul Wednesday morning the gentleman behind the counter was rude and short with him and made him go through the entire process a second time taking down the credit card and everything. Once he finished the paperwork he went to the back to pick up the car hauler and was greeted by a woman with an even worse attitude. My husband tried to calm her down from her barking instructions at him. She first yelled at him to back up then told him not to because she already had her fingers broken once. He asked her to calm down again and she persisted even worse. We will never use uhaul again.
Went to rent a trailer and the guy said I couldnt because my hitch wasnt rated for enough. No clue clown! I have a Class 4 hitch! Went to uhaul on Genesee and no problem! Just go to Genesee and save the headache!
The absolute best place for propane tank refills. They fill the tank to 100% instead of 75% - 80% at the precooked places and its much cheaper. I paid around $15 for a full up. It would have been $20 at Blue Rhino. Its worth the trip to go to U Haul.
When I picked up the truck the fuel level was not full like paper work stated. I took picture of confusing gauge. I called before returning and they insisted I return it full. I returned showed picture of gauge at pickup but they refused to give me any credit for extra fuel I had to put in because of uhauls mistake. I wont ever use this location again.
My husband and I had the pleasure to work with Chris for our truck rental today. He was finished working for the day but went above and beyond and stayed a few extra minutes in order to assist us with our return. Chris is definitely a wonderful asset to your company. Thank you Chris!!!!
Great employees, quick service. I had them reserve a trailer on a Tuesday evening for the next morning. The next day I arrived at 7:05 and they had me on the road at 7:20. This is my 2nd time renting a car hauler there and not the last.
Its a U-haul and storage place just like all the others but the customer service here is AWESOME. Always friendly employees and the manager even carried my boxes out to my van. Love the return policy on the boxes. Better to over buy and return than run out at 2AM like I learned years ago.
I have rented plenty of U-haul trucks over the last several years. This location was the best of all of them. Efficient operation, clean vehicles, polite and helpful employees. I was in and out in 10 minutes with everything I needed. Great experience.
We made a reservation for a 10 U-Haul moving truck on a long holiday week end. When we got there my husband said the 10 truck was going to be too small and they made the change to a 15 truck on the spot for us. They were very helpful, professional and knew everything there is to know about what you might need to move a complete household to and from anywhere! Our customer service rep at the counter gave us helpful advice and told us there are even free moving boxes in their leave a box, take a box area which I didnt know about. They also sell locks, boxes, moving supplies of all kinds. They explain everything to you up front so there are no surprises when your move is complete and you drop off your truck at another location. GREAT staff, great supplies, great rental!!
Cant complaine I was able to rent a truck in a Saturday and everyone was very friendly and helpful.
Friendly staff. but...Ordered propane tank online. Order confirmation said it was in stock and waiting for me at the store.Drove an hour and a quarter to find out they had been out of stock for weeks! I dont have this kind of time to waste.Edit: the manager has since tried very hard to get me what I ordered. It has finally arrived at the store! But now I need to go back up there... Increasing my star rating, for effort, but U-haul still needs to fix this.
Great staff, good place to get boxes or rent different size moving trucks or trailers or get propane. You can rent a storage unit and buy trailer equipment for your vehicle here too. If you are moving, check them out.
They installed trailer hitch and wire harness wrong took it back and they let me work on it in there garage myself. Whath a joke. I ended up 6 weeks later putting a new wire harness in myself. My tail lights stopp ed d working..
*****BEWARE*****Rented trailer to move a riding mower. After dropping off the mower on the way to return it the trailer drops to the ground and the tire starts smoking. Assuming it will just be a simple flat we start looking for spare. The trailer doesn’t come with a spare. Upon closer inspection a spare would do nothing since the trailer came apart where the axle housing attaches to the leaf spring. Called my local U-Haul where I rented it from and was directed to some kind of 800 number. The 1st agent said it would 30 minutes and she would have an ETA for someone to pick up the trailer. They also requested I send pictures to them. After a long 30 minutes I am contacted by a tow truck driver and his ETA is 1 hour. U-Haul sent a truck driver from 45 minutes on the OTHER side of the COUNTY. At this point I don’t understand why I have to wait but ok. I also had to send pictures to the truck driver. After 1 hour I am told by the same truck driver that it’s going to be another 45 minutes! I contacted U-Haul again and proceed to get transferred between the store I rented it from and the 800 number. They refuse to let me leave indicating I would be responsible for their trailer that broke and I need to wait. We waited the 45 minutes and still no truck driver to help with trailer. At this point I am going to miss a very important meeting but we continue to wait. Truck driver contacts us again saying he is only 15 minutes away. We are out of water and sitting on the side of the road outside of the truck since it’s on the side of a BUSY road. The 15 minutes come and go and again still no truck driver. Contacted the road side number again and again they insisted that we needed to wait and even follow the trailer to a repair center, wait for it to get fixed, and then return it to the location. Have they lost their mind? Wait for their trailer to get fixed and then return it to them!!! Contacted the truck driver again after he was supposed to be there and he is still 10 minutes away?!?!?! We left with their junky UNSAFE trailer on the side of the busy DANGEROUS road having never seeing the truck driver after OVER 2.5 hours!! After all of this I find out there is a U-Haul only .6 miles from where it broke!!!! I was disconnected and transferred multiple times. I missed my meeting and lost a client from this. If you are reading this please do not use U-Haul. Your safety may be at risk! The following companies also rent trailers in the area. Penske, Budget, Home Depot and Lowes. If you are forced to use a lower class company like U-Haul I strongly suggest you check the equipment before you leave. I cannot believe they wanted me to babysit their junky trailer on the side of the road, follow it, wait for the repair, and then return it to them. I have never been treated so badly by a company. I strongly suggest you find another company to rent your equipment from!
Friendly staff willing to help make your moving needs easier
They wired my hitch incorrectly and it caused my tail lights to fail. When I called the store on 5/29/19 to discuss a resolution the man on the phone hung up on me and wouldnt pick up the phone when I tried to call back to resolve it. This has now put me into a situation where I have to deal with the national u-haul which can take up to 3 days to hear back from somebody. Meanwhile my car is un-drivable due to no tail lights.
Made a reservation to pick up the car hauler the night before... Went there in the morning and it took an hour to get it all sorted out then we go back to hook it up and the trailer was completely burried so I had to take a different one and we had to GO BACK IBTO THE STORE and re-do the entire order for a different trailer... They double charged the card and said it would take 4 business days to refund... FOR THEIR SCREW UP... Lost an hour and a half of our rental time by sitting in the store waiting to get it sorted out... The place is ran like a complete joke... I will avoid it like the plague...
I have had to use U-Haul 3 times in the last couple months, I have had excellent service and much help from their employees, I will always go back there for weather its for a truck, or any of the other services I have had to use them for.
This place is beyond awful! I have had a storage room that I have paid for many years! Several months ago my lock was mysteriously changed & subsequently, I was now unable to access my belongings. After waiting in line in the store for 30 minutes to discuss, I was advised that they had no idea how to access the unit & that I would need to hire a locksmith to access!!! NUMEROUS attempts/calls to contact the manager, Elaine, were not returned but, yet, I have continued to be billed monthly rent! Today I received I call at work that my unit is not secure?! Then when I spoke to a woman from UHaul who didnt identify herself, she said Actually, your unit is secure. I should have checked before I called you earlier today. I shared my prior concerns regarding the new, mystery lock & this woman advised she would have Elaine call me. I considered this plan of action inappropriate as Elaine never returned numerous prior calls as I conveyed to her several times.I AGAIN shared my concern that Elaine does not return calls to customers & was told I was rude. I must conclude that this UHaul employee finds paying for services & NOT getting a simple call returned acceptable. I have NEVER (as a paying customer) encountered such rude, dismissive, incompetent & inappropriate behavior as a paying customer in my life!!! If I could give negative stars to rate this place I would. At this point I am seeking legal assistance to access my belongings. These people are clueless regarding customer service and, frankly, I am concerned how/why new locks are being added....Beware!
None of their trailers or tow dollys can handle a Ford F-150.
Really friendly staff and were very helpful on a short notice truck rental.
Prices not bad but staff no experiance how to deal with customers
Pretty good inventory of trucks, and I think one of the larger UHaul facilities in the region. Understaffed, had to wait for someone to show up after 15 minutes of waiting alone inside...
I called and reserved a trailer approximately 1 week before the day I needed it. I told them I needed it early in the morning and would pick it up at store opening (7 am). They did not say there would be an issue at that time. I received a text message today, 24 hours prior to picking it up telling me the trailer would be ready at noon. When I called to see why, the representative told me that none of the trailers I rented were scheduled to come back until 10:00. If that was the case, why did they tell me I could get it at 7 when I made the reservation? They said someone should have called me 24 hours before to confirm. I did not get a call but instead received a text this morning with the later pick-up time.I called the complaint line and explained the situation and they transferred me ot the regional office here in Wester New York. where I had to explaing the whole situation to them again. They were more accomodating than the local store and found me one for a 7:30 am pickup, but its a 25 mile drive from my house. And I now have to return it to that store. If I owned a business and ran it like this, I would be out of business in under a year. The problem is they are the only game in town so you have to suffer their terrible service. This is the 4th time this or a similar issue has happened to me with them.
Customer service is not a strong suit at this location.
Installed a hitch incorrectly causing $1700 of damage to my car. The mechanic said he had to cut a notch in the black part of the bumper to install it correctly and I agreed. After my bumper was wrenched up by towing with the hitch the body shop that did the repair said the notch was never cut and the hitch was wrenched up against it, causing the damage. Of course, U-haul is not taking responsibility for the damage and my insurance company is fighting them. Terrible company all around, rude people at corporate, avoid this place!
Custumer service awful, i give a chance to other be attendance and the lady in custumer services named Elaine she makes me do the all line again.after two hours waiting.
Dont have a lot of trucks and cant really help you out when trying to get one even if it is a week away! They also dont take the time to be customer service oriented and walk with you and show you a truck like there competitors do!
Very clean storage containers, employees are friendly except the assistant manager there, she is very rude and does not like her job that much !
Nothing to complain. Everything as required
Great people .honest .Andy was a great help
Great staff that are always helpful and understanding
Irresponsible and rude associates
Saturday morning. One person at register. One hour wait to get to point of sale. Bad move, no pun.
Great experience..
Very professional