Only giving three stars because of the kind man that helped pull my rental off the lot for me. It was my first time driving a U-Haul and I was super nervous. I made a few attempts of pulling out on my own but was too afraid I was going to hit something. I wish I knew his name. He was super friendly. I was having a stressful day and he made me feel a bit better.Customer service was subpar when I went in to pick up my rental on 11/3/21. The young lady that works the register/front desk area was on her phone with either a friend, family member or significant other. Blatantly ignoring me.

If I could give this place ZERO Stars I would. TERRIBLE customer service. I called for 30 minutes only to be sent to voicemail every time. I wanted to confirm a vehicle was available. I book online and arrive 10 minutes prior to close and the employees are sitting RIGHT THERE with the doors locked. (SEE PHOTOS). I wish I could post a video where he came to the window and nixed his neck to say “we’re closed. I already shut my computer down”. If you need a truck don’t come here. 2star review for a reason.

Just picked up my truck and trailer. Angie and Rueben both stated after closing to finish up the rental. Even had to troubleshoot the trailer and they started almost an hour after they had already closed to make sure we had a safe and truck and trailer before long hail to the east coast. The office should be proud of these two! Highly recommend this location!!

Jason went above and beyond to help me!! If you are in need of anything uhaul. Come to him. Bc even if corporate messes it up. He works his butt off to find a solution. And corporate messed up BIG for us!

Reserved a truck only to get there and there are no trucks, what’s the point of accepting a reservation if you know there is not gonna be a truck available, why not just communicate that to the customer instead of causing a inconvenience. So unprofessional.

Be ALERT ⚠️ when renting from here! They over charged me more then $500!! Terrible service!

U-Haul or U-Hell? Here is a timeline of my experience:8/1: Movers load U-Box and deliver it to Preston Highway facility. So far, so good.8/5: No notification that box is in transit to destination, so I call out of concern. I was told the card never ran through, not that it was declined, just that there was some simple error. They ask me to provide my card by phone, but when I did, multiple negative things happened:(1) Whereas I expected to see my original order being marked as shipped, instead the original reservation was rewritten with a new ETA, essentially absolving U-Haul from its requirement to issue a $50/day refund for late delivery. It was supposed to arrive on 8/14 originally, but now the same order said 8/19, leaving me $250 in the hole for refund purposes.(2) A *random* box (#AA3756C) in the KY facility was assigned to my new contract, not the one I actually loaded. I later learned that the Preston Highway facility flat out failed to scan the box BOTH when the movers picked it up on 8/1 AND when they returned it. This random box was sent from TX to KY and was meant to be stored.(3) During all subsequent calls, U-Haul had a new, fake contract that said my movers delivered the box on 8/6, not 8/1, which is false. Each person I talked to could not understand the issue.8/9: Verbally notified of shipment and told (by Angela, the manager) of an estimated unload date of 8/15 (even though website said 8/20).8/14: I call the Scottsdale AZ location to check in & was told by two separate individuals the U-Box had in fact arrived and needed only 24 hours to prepare to unload. I told my movers to come on 8/16. Later that night, I call the main U-Box phone line out of the goodness of my heart to ask why my card had not been charged yet. (U-Haul normally charges you 5 days before U-Box delivery.) I was told that in fact I had been completely lied to by the 2 individuals at the Scottsdale AZ facility and that my box had not even entered Arizona state lines yet.8/20: Delivery day: Movers bring U-Box, but the side and latch are severely damaged, and a new lock that bears the U-Haul logo (see below). I bring up my concern, and we surmise the lock must be some sort of replacement given the damaged U-Box. We break the lock and open the WRONG U-Box! I later found out this U-Box belonged to a male individual from Texas who was keeping 2 U-Boxes in storage in the Preston Highway location as of 8/15/19. I am sorry, Texas guy, that I broke your lock. I didnt know.8/21: Correct U-Box found back at Preston Highway KY facility. They agree to place a new order using a company (bogus) card and refund my original purchase in compensation.8/28: 7 days after my missing U-Box is located, I call Preston Highway to inquire as to why it had not yet shipped only to find out that the order was *CANCELLED*. At this point, Ive been sleeping on the floor for nearly 15 days.8/29: After many calls to correct the issue, the correct box is finally shipped. There are now as much as possibly 20 orders, I later learned on 9/13, linked to my account. (According to the U-Haul customer service representative, these orders were made in desperation to correct the shipping issue, but the system wouldnt accept the changes because the same AA3756C box was being used for subsequent orders. 1 of these orders would later cause grief, as you will see.)9/5: Correct U-Box arrives but is placed on hold due to a technical glitch whereby which on the reservation, $0.00 was owed, but on the contract, $1,224 was owed. (Each U-Box order issues a reservation number and distinct contract number.) More confusion, and more time for me spent trying to resolve the issue, requiring hours of additional work.9/6: Get a text saying I will owe $20 soon per day my rental is not returned, but it is one of the fake 20 or so reservations (#95035505).9/10: Finally, correct U-Box arrives.9/13: Spent another hour trying to resolve the aftermath of owing $20 for something I didnt order, but they cant fix it. I would give negative stars if I could.

Reserved equipment over 1 month in advance for this location 1 mile from my house. Instead I have to run to downtown Louisville for the truck, then beushel for the trailer. Last time u-haul gets any business from me.

Horrible service! I made my appointment 3 weeks before the scheduled appointment. They had me drop off my vehicle, I sat there and waited 30 minutes for my ride and they told me the hitch would be installed and they’d call when finished, probably by 4. I called at 4:20 because I hadn’t heard from anyone and they said we’re just finishing it now it’ll be ready at 4:45. I got my ride and we got there at 4:55 and my vehicle had not moved. No hitch installed and they were locking the doors. I was barely allowed in to get my keys. I asked why my hitch didn’t get installed and he said we don’t have the parts. I don’t understand why they didn’t tell me they didn’t have the parts when I was waiting while dropping it off or when I called to check status. Horrible experience!!!

Is it possible to give 0 stars? On July 17, I spoke with Windy to make an appointment to have a hitch installed. I made it clear that it was a hitch I had already purchased. The appointment was set for August 7 at 10am. The confirmation email I received clearly stated “third party hitch.” I arrived at 10am on August 7. Shannon was working and checked the computer. He said, “They said they called you yesterday because the part isn’t in.” They hadn’t called me. I explained I had my own hitch. He got on the phone with someone, then told me the gentleman who installs hitches won’t be in until 4pm and he would call me back to let me know if I could come back then or if they could take me sooner than that at another location. It’s now been 30+ minutes and I’m so furious at the entire situation that I’ve made an appointment elsewhere.

Heather, who said she was new, was an amazing help. She was quick to find out the information I needed, and was extremely respectful and kind. One of the best interactions I have ever had with a U-haul employee. Thank you Heather.

My wife and I rented a trailer from here. After an hour waiting to rent the trailer they hooked it up and told me to go. Two miles down the road the trailer jumped of the ball and started to fly all over the place. I got the trailer and truck stopped and pulled over. Tried to call them or call anyone at uhaul for 2O minuets with no one picking up a phone. Finally my wife had to walk back while I stayed with the truck. The man that hooked up the trailer never tighten the trailer to the ball. It was all the way lose when I looked at it. About as bad of an experience as I could think of.

Worst customer service ever out rental was sold out from from under us even though we had a reservation because we didnt make it there by the time selected because they switched our stores. Said that it was our fault because we should have call. WHICH WE DID I was on hold for an entire hour before someone answered!!! ABSOLUTELY RIDICULOUS

Technology didn’t work well on the website when I setup my drop off location, and the mobile pick up was a little confusing, but Rob (who I don’t think usually works at this location) has good customer service. I appreciated him! Thanks Rob.

There is only one register so if someone needs to go through an entirely new rental process, you will be waiting quite a while even if you have made a reservation for equipment. This occurred while we were here and one employee stood around while another helped a customer fill out 15 minutes worth of paperwork. Meanwhile a long line of customers builds up because they dont seem to have a way to process or assist more than one customer at a time.

Wow! To say this place left a sour taste in my mouth would be an understatement. Called before heading over to see if they had any pickup trucks available. No answer... Since this location is only 10 minutes away I decided to stop by. Walked in with 3 employees behind the desk busy chatting about weekend plans. Didnt even make an effort to assist. Finally one lady looks at me and says do you need something?.... Asked about the truck and was told no?! As if I had just asked a totally irrational question. Wont ever be going back. Was just in need of a truck for a quick errand and figured they would be the best bet. Instead went with another local place that was the same price, better quality trucks, and importantly.... a professional staff. Look elsewhere.

I was overcharged $12 for my rental. I didnt fill the gas back up as I only drove 12 miles and didnt mind paying the $3.50 a gallon for the gallon or so I used.I thought there was no way they could screw me on this because, as I was charged per mile for the rental, the total miles driven was documented. Well math didnt stop them because they charged me for 4 gallons of gas for driving 12 miles. When I called them and pointed out the absurdity of this, an employee told me the manager, Angela, would give me a call back to settle it.Angela never called. Over a week I called back two more times asking to speak to her, but she had always just stepped out. On my final call I told them Id be calling corporate and leaving this review. They assured me she would return my call that day. I still havent heard from her so Ill be contacting corporate and letting everyone know about their theft.Edit: I did call corporate and with almost no questions they credited my card for the overcharge. They didnt make me jump through hoops or make 20 phone calls, they just did the right thing. UHaul might still be good, just not the Preston Hwy Location.

Dont bother calling, they just put you on hold and never pick backup.. waited 16mins the first. 20mins the 2nd.

GAYLA YOU ARE AMAZING...I went to this to pick up a crate and I dealt with Gayla. She is amazing, I mean she put up with me for a few hours, I had no room for the crate and she stood there with me trying to figure out how to make room. I cant say enough about her. Always smiling, funny, never gave me an attitude always helping me .

Wish there was less than one star, they relied on 1 email that we never even received to notified us that we owed more because of mileage. We would have happily came in and paid what was due, but since all they did was send a single email that never got to us instead of a secondary one or even better, a phone call, 54$ was randomly taken out of my account 2 weeks later. I now have no money for my luggage fee for flying home after the holidays are over. You all really need to change the way you do things and actually TRY to contact your costumers if theres a problem. Absolutely ridiculous.

I pulled in the lot friday morning a little after 9am to get 2 propane tanks filled. I pulled up to tanks and waited by my car. After a minute or two a young lady walks out and gets into one of their rentals not 15 feet from me. She looked over at me and went back in the building. Waited 5 min and walked into the building to ask for help. The young lady and her manager were sitting at their desk. He had a customer in front of him who was talking on his cell phone. As he sat there with his arms behind his head, he looked over at me 2-3 times but said nothing. The girl never said a word just kept her face in the computer. After a couple min. of this I left. If either one of them had acknowledged me and said we be with you shortly I would have waited. Both seemed indifferent and rude.

Excellent place. Each time we rented a truck from Indianapolis to Louisville this was our drop off place. They are very friendly and quick to get us on our way. Highly recommend.

They contacted me half an hour before reservation to inform me that truck I reserved a week earlier was not available. Bumped me to another U-Haul location halfway across town, doubling my gas mileage and limiting my time with the truck. Not to mention their employees were not wearing masks during coronavirus. Im very unhappy, and I will not be using U-Haul in the future.

The young lady Mrs Kelsey Clark was amazing . She was very concerned about me as the coustomer. I really know that we need more people like her . I will be back because she made me feel very welcomed . And I thank you . I was having a bad day but she made me feel better 🙂👍🏽

After a disastrous attempt to obtain boxes at Uhaul Outer Loop, I did what I should have done from the beginning and went to the Preston location. I was helped immediately, the boxes I needed were in stock, and an employee helped me carry them to my car. ALWAYS GO TO UHAUL PRESTON.

Angela is the best, hands down. I have never experienced better customer service with a storage facility GM...ever.

Used online check-in, and I was in and out in minutes. Return took even less time. Very patient and competent Customer Service girl. Even though the Customers I saw waiting were unappreciative, she remained calm and professional. Guy in lot was great as well. I had to return the first trailer because I could not fit a crate due to a wrong measurement (my fault, not Uhauls). She switched it out and got me on my way in 5 minutes with a new trailer, even while taking care of other customers. I base my purchasing decisions 80% Customer Service and 20% price. With everything being so competitive, its the people that make the difference.

I had a reservation for a truck and equipment. I arrived promptly on time only to be treated like I was a bother. Then not all my equipment was given to me and upon it was told to bring the truck back. I called corporate and they offered me a $50 discount only for the store manager. Then after stating the mileage used and lack of equipment I received threats from the store manager Jessica. I was a customer for 10 years and I will no longer be a customer

Made a reservation online, confirmed there was a 10’ truck. I get to the facility to get told there weren’t “any” trucks available. Received a phone call 10 min prior to pick up from dispatch telling me I had to pick up a different truck at a different location I did not prefer. Pros: Updated 10’ with 15’ Cons: No mileage reimbursement, online reservations

Very friendly and ready to assist. When picking up and dropping off truck it took no more than 5 minutes. I would definitely recommend this location.

The service here was horrible. I called to reserve a truck, they told me theyd have a 26 foot truck. They didnt send a confirmation email, so a couple days later I called to double check my reservation. They said I had a 20 foot truck reserved. I explained that I needed a 26 foot truck and the guy said hed change it. They did not send a confirmation email. The day of my move, they said I only had a 20 foot truck reserved. I had to make 2 trips instead of 1, wasting extra gas, time, and energy. When I returned the truck, the guy checking it in was on the phone the whole time. I requested an email with my bill. Guess what they failed to send. They dont communicate at all without me initiating. This is the worst move Ive had in my 7 moves with uhaul.

Second time Ive called this location to reserve a truck, and for the second time the reservation was not put into the computer, leaving me stranded. The worst part was the sorry about your luck attitude. Lousy place to do business.

The worst place to Rent Uhaul track.Over charging.They charging me 3 hours for $92. I will never ever go back to again.

This place gas PISSSSSSSSS POOR customer service!!!!!!! Not sure how they stay in business as the customer is NOT the priority. The phone eddicatt is even worse. The answer only to place you on hold for 20 -30 mins. Why even answer the phone...... just have a voicemail that says we dont want any customers and please dont call back. If youre wanting to deal with professionals this is NOT they place for you!

My husband took our van to get a hitch put on. They broke a bolt and my husband had to spend more time and money to get the bolt out himself that they had broken. He didnt get any money refunded for the inconvenience either.

I recommend going to the Bardstown rd location. The manager Angela is rude and lies. My husband paid for 7 pin hitch they installed a 4 pin luckily he caught it before leaving he goes in and they go back and fourth about it and then she had the audacity to ask him who checked him out and gave him his receipt (she did) and he looked at her said well You just did 5 minutes ago and then her tone changed he returned next day for them to fix their mess up to find out they lied their installer couldn’t fix it and wanted him to go to another location but couldn’t confirm pricing or if they’d fix it for free so we asked for our money back she refused and refused to take the hitch off the car we had to contact corporate and her boss Chris Minex (probably spelt wrong) he fixed it with no issues had us in the next day at bardtown rd to get it fixed. Then on Tuesday she called my husband regarding his corporate complaint and her way of fixing it was to close it out, how is it the person being complained on gets to handle their own complaints??? Angela was horrible rude and unprofessional hopefully her days as a manager are number 😡😡

They are totally rude here. Best go with another company. Uhaul doesnt guaranteed anything. I recommend any other service providers

No masks, limited social distancing.

Terrible customer service. Rented a cargo van from them. I recommend inspecting the vehicle with them before you take off with it. They accuse me breaking the side door latch when all I did was open and tried to close it after I loaded it. Lol even said they got it back from the body shop and have receipt saying it was fixed. No refund or nothing and I just ended up renting from budget rental truck to move my stuff.

I was coming to this location regularily for a propane tank refill and never had a problem before but this morning was certainly different. I came inside, waited a good while after which and an old, fat bearded guy in hat asked me what do I need. Upon telling him I need a propane tank refill he rolled his eyes and said he will meet me outside in a second. So I went outside to get the tank ready and waited. After about 5 minutes of him not coming out, I went inside to check what is happening only to find out he is attending to people who came after me, absolutely ignoring my request. When he saw me coming inside he just angrily growled that he said he will be out in a second and kept on ignoring me to which I got angry and confronted him saying I am i a hurry and he said he will be out in a second and is instead attending to someone who came after me. This incompetent lazy guy got angry at me and told me he is not gonna serve me and that I need to get out leaving me speechless. This is not how you do business. Needless to say I am never coming back again nor is anyone from my company. Definetly taking my business elsewhere. Only go there if you enjoy being treated like trash from a trash person.

Always go here for propane tank refill. Much better deal than doing tank exchange- they just refill your tank as long as it isnt over 5 years old. ALWAYS a wait though. Understaffed.

Much cheaper than pods or storage unit and we kept them for 3 days.

Worst.. they keep you on hold and never get back to you

Best thing about this place is the people. They are extremely helpful and knowledgeable.

Bad customer service. Three people inside sitting doing nothing. Asked for propane refill and get a rediculous answer we dont know till its get done right. Lost a customer.

The man (wish I had gotten his name!) Running this place was so rude to me. He announced loudly that they had no more rentals and that we should all leave. So we do... go and make a reservation and get sent back to this same location.. very, very frustrating!

The store manager is a maniac. She called me and her coworkers idiots and blamed me for a mistake in the ordering process. The manager got upset with me for even calling, acting like I was bothering her. One of her associates also threatened to cancel my order if I kept badgering them. I was also hung up on twice. Uhaul, please remove this person from management, they dont know how to talk to people!Please use another rental company, uhaul is terrible.

The best place to get your propane tank filled.

Conveniently located and friendly, helpful staff. Seems a bit understaffed sometimes. Mornings can be very busy.

Understaffed. There is always a wait. Most times only one person on duty. Would be a good place if it had a few more employees.

Made a reservation online and didnt have my truck when i arrived and couldnt move as planned. Find another rental truck company.

Reserved a truck to be picked up at 9am on a Sunday. Arrived at store at 9:05am and didnt leave until 10:30... Only one employee (who came in late) and a dozen or more people waiting in line. What a waste of time. Inefficient and unacceptable.Business model waiting to be over-HAULed

They need updated trucks and a better selection. Overall this is still my go to truck rental place.

Extremely rude and terrible costumer service.

So about a month ago my family rented a uhal. The truck we had reserved was alot larger then expected so we asked for a smaller one. Got it with no problem. Then as we are filling the papper work out a guy comes in with no reservation asking for a truck. The same man that exchanged our truck lies to this man right in front of us.... And tells him they dont have any..... Omg then we have to demand that he needs to do a walk threw with us to check our truck before we leave. This place is a joke.

Well done installation of a trailer hitch. Kinda hard to track someone down inside, at times, but whatever.

Dealt with 2 employees picking up and 1 dropping off price was as Quoted fast and friendly service and staff only bad thing was the 1 guy ways a cowboys fan lol

My favorite u haul truck rental place, great experience everytime

Had no problem when it comes to rental,but equipment was too old!

Customer service was bad, call to reserve a small hand truck. Went to pickup at agreed time and their was none available. The person that waited on me seem to have a attitude. I normally use this location because it is close but was disappointed this time. Very rude

Male worker was EXTREMELY rude and LOUD and cursed alot while he was talking to customers on the phone

Very good facility . Even you can return unit after hours

Heck no, guy working there was creepy and while on the clock was smoking a cigarette while I struggled to detach my trailer, only helping after I asked.

The staff was quite helpful.

The redheaded manager that didn follow comoany policy

Very friendly and accommodating staff.

Friendly people, helped me find and rent what I needed

They do great work!

I got there ten minutes early and manager look angry.

The worst place in the city !!! The staff was very unfriendly and nasty i was waiting 2 hours in the place for nothing

Got in & out quickly.

Even with reservation # they said we can not serve you Without even look at you very poor service and very bad experience do not waste your time here...

Its ok had a problem with a truck i rented they gave me a credit, they are kinda high priced

In and out service. Only complaint is that smoking

The most awful person running the store

I used to work here

Was sent the wrong address in my e-mailed reservation conformation. This location would not honor my reservation and was made to catch the bus to another location. NOT MY FAULT... BAD BUSINESS U-HAUL!

Pain free rentals

Love them

Bad vehicle experience

Horrible service

Fun

Friendly

Excellent very attentive and professional service to help you find the best options for delivery