When I went to pick up my truck they had a huge line and nobody was at the counter for about 45 minutes. When someone was actually at the counter they didnt have the truck I had made a reservation for. So I made another one reservation the next week. I went to pick it up but had to extend the drop off time by 2 hours. I called and our town U-Haul and the person I talked to was rude and gave me attitude. Eventually I just hung up on them. I then tried to extend the time online but the option online didnt give me the choice to extend it. Im never going there again. This is why we usually rent from home Depot!

This is the most organized and well run U-Haul facility Ive ever interacted with. The place is physically organized and all the employees have a firm grasp on everything. I was a tough to deal with customer, and they made everything easy and were accommodating.

They fulfilled my request extremely fast. They help me load up my car and answered any questions that I had. It was nice to know that if something happened they were there for me. I highly recommend this branch of you all.

My truck pick up and return experience was really good. However i got poor response about storage reservation:When i went in to pick up a truck, i also asked about my storage reservation for 5X10X10 storage which my wife did online.Desk representative told me that we have more reservations than the actual room and tried to rent me a big storage. But i came back home and talked on customer care online and they proceeded with my online reservation and gave me a 5X10X10 storage.The disappointment here is ‘why desk representative was trying to get bigger business while they had what i needed’?

Went to reserve a van, website said password was optional. something came up an I have to cancel the reservation. website is asking me for a password... why? It was optional. Poor planning there. Edited to make a one star since I cannot call my local store directly to take care of this. I shouldnt be on the phone for an hour on a Sunday morning.

Rented a Cargo Van and took it 400 some miles round trip. Had reasonable prices. I was confused when I was first explained my bill, but the employee was very patient and willing to reexplain how the total was what it was at. I will probably rent from them again.

Very nice people and the storage spaces are very clean and well lighted

Worst experience in the world. Rented a 15’ Uhaul for 5 hours... traveled a total of 50miles. Got charged $18 for being 1/8 gallon off on gas return. The lady that checked the vehicle back in was incredibly rude and treated me absolutely horrible.I have never left a negative review on any page but this was too horrible not to. I DO NOT recommend this place.

Smooth unloading ability, really nice staff on move in and move out, felt secure. Only issue is its not 24hr access, but they tell you that upfront everywhere.

The three gentlemen that were working today where were helpful, friendly, accommodating, and hard-working. We even had to trade out our open trailer or an enclosed one due to a massive thunderstorm that rolled through late morning. They let exchange the open trailer for The closed cargo trailer, no questions asked! Service with a smile :-)

Terrible experience at this location. They overcharged me for mileage. They failed to tell me about online check in and charged me 20$ for that and they had the fuel marked wrong and when I fueled it to where I got it they charged and extra 25$. I called and tried to dispute the charges and the lady told me to bad. I’ve never had a problem with uhaul before. This location is terrible. I’d suggest using a different location.

Very friendly and helpful staff

These guys are great! Had weather issues during move, very lenient on return time!

I am thankful they offer online returns for after hour events.

Great staff they make sure your helped with whatever it is you need.

They have the best staff know my Daughter by her name. Clean store. Friendly staff so helpful

Good equipment, decent price. Easy to return after hours, just a few photos of the equipment and drop the keys in the drop box.

Said they never seen the price go over $60 for a one way trailer but rung up as $117. Other than that everything was easy to set up and everything.

Very helpful

Prompt service. Efficient and knowledgeable crew. Storage building is super clean and easy to use!

Friendly, polite, and prompt. Will use them again next time we need a UHaul.

Rented a U-Haul for an in-town move. The day before I was supposed to pick it up, I used the app to accidentally set the pick up time for far too early in the morning. The app would not let me undo this. I left a message with the U-Haul store explaining what I did and they worked with me to make sure the move went smoothly.

Wouldnt recommend. The online reservations dont work, and they have no organization. I called this last weekend for a car trailer, they said they have one and to come over. An hour later I got there to pick it up and they rented it to someone else.

Hurry up and wait in line, but their rentals are pretty fair.

If there was a place to put zero stars I would choose that! I have been given the run around since yesterday and nobody knows anything. I said after I had a storage with Uhaul and they let someone rob me and wouldnt look at the video to see who did it, I said I wasnt going to mess with them again.

Rented a motorcycle trailer, had no problems. It was my first time pulling a trailer so I went in a week early to make sure may vehicle was ready -- they were very helpful in explaining what I needed. Made a reservation. On the hauling day, a different person helped me and was also helpful. So, cant speak about truck rentals but my experience with them was very good.

Great staff, good location. We ended up switching trailers with another patron as they ran out of the size we reserved and his vehicle wouldnt tow what they had left because of the size. We took the larger one because we had the tow capabilities and they didnt charge extra. We ended up needing the space, win win for both parties!

Ryan went above a beyond in helping me troubleshoot why my taillight connection was not working properly. Not only did he display patience but he exemplified great customer service while thinking outside the box to solve a problem so I drive away with the trailer.Thank you Ryan and I hope you can promote soon!

Extremely unprofessional. Now that the employees that I did get the meet were helpful except for the one that was at traffic control that called me.. She kept interrupting me and treating me like I did not know what I was talking about... Uhaul could not keep the contract straight for the first three days of the move... I kept being told that the contract was for 24-Hour (which it was not, it was for 5 in total days starting friday to tuesday drop off) when I was picking up on a Friday to return on a Tuesday in a different area. I even prepaid for it. And uhaul couldnt even keep the contract in my name.. The one who rented and prepaid for it but after the third attempt of getting the contract straightened out uhaul changed to the secondary driver?... I understand that the company doesnt care but I rented a uhaul to finally get my items from an abusive household that was holding my personal possessions since my grandmother died 5 years ago.. And you had to add extra stress on top of that?.. As I told the women on the phone on traffic control or whatever she called it the next call I want now is from manager or someone higher up cause this as a whole was not acceptable.. And I still havent gotten that call or even a email back. Never again for me. The Ames employee I talk to helped try to fix the problem and kept in touch to make sure I got the truck on time. So I dont blame the employee.

The associate named Ryan who works here is a great guy! He helped me install a trailer hitch that had been particularly difficult (it took a lot of hard work to get it to fit correctly, but he spent a good bit of time and effort making sure it worked!). It was super clutch to have somebody help with that and I really, extra, mega appreciate that he took the fair bit of time to do so!

Helped my mother in law drop off a small straight truck. Made sure it was clean, had the furniture dolly and appliance dolly. The U-Haul employee confirmed it while checking it back in. Everything seemed fine. The employee was friendly. A week later they wanted to charge her for not having either dolly in the truck. Hmm. Shenanigans? I dont recommend that anyone should go here. Shady business practice.

Worst customer service ever. Does not even deserve one star. And at the hands of the manager Mack Wheldon. Told me after they refused to follow through on their word that he would have dealt with me better if I had not had a bad attitude. So apparently now company policy depends on how they feel you act.Marshalltown Uhaul will give you better rates, deals with mileage and MUCH better customer service and mgmt. Save yourself money and hassle and make the drive to Marshalltown. They will give you the mileage to make the drive.

Easy to work with . I would highly recommend the reusable containers the process was easy and straight forward .

Roger was such a huge help, he was very polite and helpful. Will definitely be referring anyone who asks to go to this location. It was amazing service! Very happy thank you so muhc

Worst service I have ever received in my life. I reserved a 15 foot truck for 24 hours and I thought everything was good since I got an email guaranteeing that truck for the time specified. I got an email 8 days later saying I had a 20 foot truck reserved for only 15 hours. So I called and the lady on the phone said she would fix the hours real quick and then for some reason I was transferred to who I’m guessing is the “manager” where she subsequently started to tell me that there was no proof on their end saying I had ever been guaranteed the equipment, even though I had an email proving it. By the end of the call the person on the phone told me there was no way I’d be able to have the truck for 24 hours and when I hung up for some reason they cancelled my reservation without my approval... this place is awful, will never use them again.

I mostly go here at peak times and the place is hopping and the employees are frazzled. But Ive seen the customers go off on the employees too and I cant blame them for being a little short during moving season. Nobody likes moving and its hard on everyone. I made a special effort to be polite and clean up after myself and the employees were genuinely appreciative and nice to me. I also got a truck off of peak time once and it was super smooth, especially with online ordering.

In and Out fairly easy felt that when we wanted to downsize that we were not able to. So we ended up with a enclosed 12 foot trailer for very few pieces of furniture. I feel if they wanted to help us downsize with a few phone calls it probably could have been done with no problem on their part. Felt we were just a number in and out and down the road

Service is great when it is your turn. Plan ahead for a wait. Today was longer than normal. Love the prices and usually excellent equipment.

None of the employees wore masks despite having a box of mask in front of them. Felt unsafe.

Easy pickup and return! Emailed my receipt so I didnt have another paper floating around in my truck. Only reason 4 stars is because there was no one at the desk for almost 10min when I was picking up with a reservation.

The manager Mac or Mack.... was totally amazing. He came through in a short turn around time and was very helpful with all things U-Haul. He is a great asset to the company and went the extra mile to satisfy this customer. Thank you, thank you, thank you!!!

So helpful very helpful staff

They go out of their way to screw you over. Do not use Uhaul.

Terrible con artists!! Rented a van from them to transport literally only two 2x4s from lowes to a half mile to my house. We had the van for maybe an hour and when we returned it, they accused us of causing a dent in the side of the van, which we did NOT DO. We literally had it an hour!! We loaded it ourselves so we know we didnt put the dent in! The manager, hunter, said they they do a careful inspection and that it had to be us, and if we were upset to call some random 1 800 number. We were outraged and paid $100 for the damage that we did not do. My boyfriend who was driving the van is a semi driver for a living for gods sake!! Ugh. I bet they do this often, claiming people made dents they didnt do, and pocket the money. NEVER COMING BACK! Stay clear!!!!!

Good knowledgeable staff helped me get the proper rental for my needs and get me on my way.Understaffing made their job much more stressful and made the wait for service longer than it needed to be.These guys do a hard job well, and deserve more help

Came in to pick up my reservation and they had one employee working with 7 people in line behind me. Lost almost an hour into my reservation because of lack of employees working. They shouldn’t be like this especially when it’s right around move out season for Iowa State students.

Pleasant helpful.staff

First time I rented here, they did not keep our reservation and made us drive to Boone, then to Des Moines to pick up our truck. Then, I made a reservation weeks ago for a trailer, and it was moved 30 minutes away to Marshalltown because they didnt have the trailers at the location (not sure how that happens since I RESERVED one). Dont waste your time and use a different Uhaul location.

The staff was helpful, but there was only one person. I was pathway into the street waiting my turn until he got someone moved forward. They were apologetic, and it wasnt their fault, this is a tiny lot!

Fast, efficient and effortless pickup and dropoff

Rented a covered trailer 3 months in advanced and the gal that set it up with me guaranteed that Id have it for the full 24 hours I needed. Got a call two days before Im ready to move and the manager said that I could only have it for 10 hours. When I told him that I had this 3 months in advanced he abruptly yelled that this was all he had and all he was giving me. I called customer support and then said that they would get me the rental I needed for the full time. Later that day the manager called me again and said that he would not be honoring corporates reservation and I could now only have it for 5 hours. He yelled at me for going above him to customer support. Dont rent here unless you want to scramble last minute for other plans. Terrible customer service, terribly manager.

I reserved a truck on May 1, 2015 for July 31-Aug. 1, 2015, 24 hours. I received a call on June 26, 2015, effectively cancelling my confirmed reservation. They dont have a truck available for more than 7 hours. I dont understand why I was able to confirm a reservation if no truck was available and why no one called me until 2 months after I made my reservation to tell me that there is no truck available. I am left scrambling to find another truck and most of them are booked by now. Im very disappointed in U-Haul and I would be wary of booking with them since they apparently dont guarantee reservations. Other providers might be more dependable.

Wouldnt recommend this place. Had to cancel my reservation after they changed the hours that they said I could rent the truck, even though they guaranteed it online when I reserved it over 3 months in advance. Their own promises mean nothing to them. Stay away!

Terrible service. Daniel took forever and was taking his sweet time. My bill was only suppose to be $50 and it ended up being $92. I will never use UHaul again!

Quick service if you do your work ahead of time poor follow up on returning calls

Truck was available when we requested it. Size was accurate to what we had requested. Price was a little high but it always is with these kinds of services.

Was impressed by the ease of renting as well as the quickness of The Returned friendly personnel with customer service in mind

I was accused of causing a dent to the rear of a van I rented. I did not cause the dent as I explained to them. I was informed that it was impossible for them to have missed this dent during the multi point inspection process that supposedly occurred prior to my renting the vehicle. They proceeded to charge me $100 for the damage and told me if I didnt like it I could call their corporate 800 number. I wouldnt recommend these con artists to anyone. Avoid at all costs.

ALWAYS DOUBLE CHECK THE FUEL LEVEL!!!These guys dont properly check the fuel level by last person fueling up the tank. They told me that the tank is Full before giving me the truck, it was a LIE. or their is something wrong with the truck.I only drove 18 miles and it took me 10 gallons to full the tank.When I told store manager Hunter about this he said they cannot do anything. And uhaul wont reimburse you. Even after I showed him the fuel receipts and all the proof.His argument was that I should not have it full.Which seems very illogical to me.they will not reimburse you for anything even if the mistake was on their part.I will avoid uhaul as much as I can now....I hope nobody has to deal with the general manager. He even told me even if I file the complain online, it will come to him and he will reject it. And after that he gave me his card.I hope nobody has to deal with this manager. Very unapologetic and unhelpfull.Lesson learnt, Definitely never wait until it clicks on the fuel nozzle.They didnt expect you to do that (This is what the store manager Hunter told me, this was his argument).

Good service and lots of inventory at this Ames location. I had plenty of hauling options to choose from and got exactly what I needed for my move.

Very nice staff. They were out of my desired trailer for the day however they were able to fix an out of commission trailer that was the same size.

On multiple occasions we have used Uhaul, the last time from Iowa City to Ames. We had to drive an hour and a half south west from Iowa City to get a truck and UHaul told us even though we reserved a truck doesn’t mean we will get one. The second time moving this weekend we were called two days before moving that there wasn’t a truck with our specifications available unless we waited or drove all the way to Des Moines. What is the point of reserving if nothing is actually reserved for you?Policy needs changes, we will not use Uhaul again in the future.

Products and service OK. Need more staff - people pile up in line and complainers/difficulties drag out as you wait and wait.

Love Ames!!!

Terrible service they gave a family member of mine! The Manager Mac was zero help and was rude on the phone with them. They lied and said the total would be $50.00 and it ending up being almost double! ​CUSTOMER SERVICE is the key to a successful business!

I dropped my truck off after hours after only having it 2 and a half hours. I went on uhaul share and did exactly what the website told me to do and I was still charged an after hours fee. It says nothing about being charged this fee in my contract nor on the website. I am very disappointed in the way I was over charged and will not be renting from them if I have any other options

WORST UHAUL IN AMERICA!!! Do not go here ever. Take the time to drive to the Ankeny and talk to the guys at Ankeny towing. At the Ames store, Manager Tony is an idiot. Knows absolutely nothing about the logistics of how things work. Our paperwork told us to drop our trailer at the Ames store. They had room inbetweeen the other trailers that were not in their storage bin. They had BS reasons for why we couldn’t leave our trailer and threatened a “wrong drop off fee”. I asked him questions on why there were other trailers there and why ours was any different from them. He had no answers for anything. Made us drive to Ankeny and drop it off. Which on the bright side we met the most amazing uhaul supply company. The guys at Ankeny towing are fabulous and I will recommend going to them for anything. Skip the Ames store and never go there for anything.

Everything went as expected. Just remember the $19.95 truck costs about $40 including mileage and damage waiver.

Shady general manager. Terrible hitch installer. Terrible businessman. Terrible customer service.Faulty trailer wiring harness cost me $370 to just fix. An AUTHORIZED Ford service center said it was his fault but he said it wasnt. I think I would take a Ford technicians word over the general managers say. $300 professional trailer hitch and wiring harness install? Profession my A$$. It will have an over cost $800 to fix my car and have a working trailer hitch and harnness. Next I will go to the real professions at Ford.DO NOT GO HERE FOR A TRAILER HITCH OR INSTALL. A WASTE OF MONEY!I wont spend another penny at Uhaul.Also look at other reviews about installs you will find the same trend.

Have rented here many times, and is very friendly. They are undergoing a renovation, so excited to see the new facility once upgraded.

The general manager is rude and has absolutely no idea what customer service means. His condescending demeanor was prevalent in every interaction I had with him.

Its located in a strange location, but i had no problems with them when renting.

Friendly and fast service. Great experience

Helpful service able to get a trailer the same day we called.

Was a pretty easy process and reasonable!!

Terrible customer service and a very hard website to navigate. I rented a uhaul for 3 days in between moves in Ames and they called me to let me know that even though I tried to rent it 4 months in advance, I cant have it that long because its a rush time. Additionally, I heard in line to check into my apartment that they did this to another customer but only caught it a week beforehand! Luckily I had time to go through Penske. Dont use this place!!

Vert professional and friendly people

Under staffed no time to do wiring for a product they sold me

None of the employees were wearing masks.

Excellent people that cover all the bases.

Storage unit is clean

Great service. Prompt and efficient.

Great service, decent pricing, great hours and very accommodating. Trucks are very clean.

Great service; remedied a confusing circumstance right away

Went to look for what they call a motorcycle trailer and the one i was looking for had a bad tire. So had to wait till the next day.

Great people..very nice

Store is very well stocked on moving supplies.

Terrible customer service - rude and condescending. Lost my business.

I was charged $60 three weeks after the rental was returned. No explanation and no receipt. Not sure what the hell they are playing at.

Stopped in to find out about rental and availability and would not even work with us. Said we needed to call 1800uhal to set up a reservation. They were not friendly or polite about it, and was not even that busy at the time. We will never go back to this location again.

So helpful for move out

Manager refused to fix our hitch wiring because they were busy! We got our trailer hitch installed at Uhaul in 2015 and we had to get the wiring fixed at least once a year. The quality of the wiring was terrible, have your hitch wired and installed somewhere else!

I reserved a truck a month 1/2 out and then called in 3 days before pick up and they didnt have me down for the reservation.

I brought my truck in to get an electric brake controller installed and while the guy was moving it to the garage, he backed my truck up into another vehicle and now I have to get it fixed. He also called me to tell me he messed up my brakes. He was so unprofessional and I will never let him near my truck again. Do not go to this uhaul.

After having the reservation set for 5 days they called me the day before the move to say they didnt have the truck available for the whole time I needed it. Had to find a truck with less than 24 hours notice.

Had a good time

Didn’t confirm reservation and then said they didn’t have it. Had to drive to Des Moines to pick up what we had reserved from Ames just to get equipment. Then they charged three times as much for the same rental.

Great staff and service.

Very helpful.

Great employees