Michelle was great awesome was able to help us with our problem and make it back to Elgin Tx such wonderful service and a very hard worker and patient and very busy

In all my moving experience I have never seen a Uhaul store in this much chaos ever! Picking up was great. Very nice customer service. A little line because they stay busy I understand but dropping off was a mess! Rude service and they over chagered me!

I usually love UHaul and have always used it for moves in the past, but this specific location was pretty horrible. There was no communication between workers it seemed and just unorganized. We have been waiting over a month for the Army to come pick up our items and we finally get them scheduled to, so we schedule a time with uhaul that we want them to make our unit available. We get a call a little later saying they can’t open it at that time now and have to do it later with hardly any notice . Just frustrating there’s 0 communication since the one girl on the phone obviously allowed us to schedule a time which clearly wasn’t an option, and if you know military movers they don’t really care about your time😅. Worker says she’ll be there earlier but still can’t get our stuff available at that time? Weird.

Horrible customer service! Did not give me my dolly that I paid for and did not give me a refund for not giving me my dolly. Using any other U-haul would be better then this one. U-haul may want to re train or re staff this location because theyre putting a bad name out for them

Reserved the truck 2 weeks prior to pick up, called several times to ensure truck would be available only to be told they had no trucks. I had hired moving help and lost the money because I was told truck would be ready to pick up at 6:30 am, then at 9:30 am, then at 10:00 am. and then 4:30 pm . This was the most horrible service I have experienced in my life. Do not go by their so called “reservation” since they do not guarantee you will get a truck when you schedule it. I would give them No stars if that was an option.

Made a reservation three weeks in advance for a utility trailer, with a pickup time of 8AM. Got to the store and there was nobody at the desk or inside the office for the first fifteen minutes we were waiting - and the guy in front of us said hed already been there for twenty minutes and gotten no help. There were three employees all up front for a minute, but they all walked in, did something, and walked back out without even acknowledging the fact that the line was now (at 8:25) almost all the way to to the door.When we were finally seen, the man who helped us was not friendly and acted like he was incredibly bored the entire time. I wont be going to this location ever again, and telling my military friends to avoid it.

I was told that I had to use my credit card for a hold status when renting a van, but could put on my debit card. When I returned the van, the one guy charged my credit card, after I told him not to and then a reversal was supposed to be made, only to find out, they still charged my credit card after I paid with my debit card. They also have the worst customer service. I started a chat, only to be told someone would be with me, then got disconnected. I then called and was on hold for over 40 minutes, when it said my wait time 2ould be 37 minutes and no one never answered. I will never deal with them again, once I get my credit card charge fixed. I see why they have a 2.8 rating.

I had a great experience with them when I moved to illinois. They installed a trailer hitch our van, works perfectly. I also rented a 26 footer to move out of our house. When we hooked our trailer to the van it was sitting really low so they came and raised it up for our drive to illinois. We had a great experience and will using them again.

So i dropped off uhaul truck this morning round at 8:20am-8:30pm. I didnt see any word Hi or wellcome to Uhaul from their employees. I asked the guy there to drop off uhaul and ask him do i have to sign or anything. I feel kinda weird at beginning. He said he will send me email. What I receive from email is extra charge $236 freaking dollar to turn in the wrong location. What the hell!!! I rented the uhaul van in Houston to Killeenand they only charged me $140. So where the hell was $237 come from? Totally a SCAM. I wanna my money back. Before i went to that place, i called other location in killeen and they told me come here to drop off. So whats wrong.

Propane tanks fill up service not available and they tell you after standing in line for a long time.

I rented a 10 Uhaul at 2pm. Asked the dispatcher if there was a discount if I competed the move and returned the truck within the next 4hrs (cuz I wasnt planning on keeping the truck overnight). He replied Yes, definitely. Its only for a couple of hours. I skipped a late lunch and started moving my stuff to compete it quick.When I was done and on my way back to return the truck I called to let them know (around 5pm) that I was on my way back. He laughed at me and then told me that I would be charged for the whole day. I was already halfway there (even though I dialed prior to hitting the road - I was on hold for quite a bit - about 10 mins) otherwise I would have turned back and kept the truck for the 24 hrs, but I would have paid more in millage & gas. Soooo, I turned the truck in and this is my review on customer service.

This place never has a line less than five people with only one person running the desk. Hire some more freakin people, man. Come on.

We stored our boat here in the gated covered storage. It was continually difficult to get our boat in and out because of all of the trailers and trucks they had parked in front of our space. At one point during the summer when we had the boat out for a long period of time they had someone else parking in our space which we discovered when we went to return the boat and couldn’t park it because someone else was in our spot. When we asked them what was going on and claimed they didn’t know we were still leasing the space... even though they were still billing us monthly...Towards the end of our storage tenure our boat was broken into and vandalized with several items stolen including our sound system. They didn’t offer any kind of help or solution.If you’re looking for a safe and secure place to store a vehicle or boat, look elsewhere.

Would give 0 stars if i could. Had a reservation and somehow it got cancelled in their system without any notice to us. Ours was not the only reservation cancelled that day due to their scheduling issues. Not willing to help us find another truck. Customer service was garbage. 10/10 would not reccommend this place.

PAINFULLY slow. Spent over an hour just trying to pickup a trailer, despite having done online check in. One cashier was originally running the register, who was utterly inept. 3 customers in front of me walked out. Another lady had a reservation for 3 months that the location was unable to fill on the day she came to pick it up, so they attempted to sell her into a bigger combo.

Highly recommend going here for your hitch install. Quoted me for $143 but ended up being $64 due to a quicker install time. They also put protective coverings on the steering wheel and seat.

Not enough people working front desk area to help with customers so created an almost 20min wait. Nobody explained you have to use app to turn in vehicle so it created unnecessary fee. Pick up truck said 19.95 and some that turned into $80 worth of fees. Ushare directions to be on box not website.

These people are extremely rude, ignorant, and disrespectful. Word to the wise, there are plenty of other places to rent and use storage. These ungrateful, childish, excuses for adults do not deserve my business or any one else with self respect. They’re not worth it.

I just wanted to say that UHAUL was great to us this weekend. We had a rough move but they were they every step of the way. I woke up this morning and had some weird charges, I called and spoke with Christina and she was great! I have only used uhaul twice my whole life and both experiences have been great!! Thank you Uhaul!!!

I was told to leave the store because I did not have a mask on while there were employees standing around walking in and out without mask on

Just horrible. One person working there, long waits for no reason.

We had no issues all the many times I rented a Uhaul here. Kind and helpful.

I called and spoke to Matt about a brake controller for my car. He was very knowledgeable and wanted to make sure I got the product I needed. I brought my vehicle in so he could verify exactly what I needed. GM already ran the wiring so all I needed was the controller. This you man went above and beyond. EXCEPTIONAL SERVICE!!!

Work on you logistics team and customer service. I made a reservation a week ago. You called and I confirmed it. The day before my truck pick up day you changed locations for pick up. So I went there. Guess what?? The truck wasn’t available. So you ask me to go to another facility after the Storage facility manager talked to you district manager to find a truck for me. I was dropped off!!!!!!! My ride left to go to work. So the storage unit manager “which isn’t UHAUL had to give me a ride to a facility across town. A stranger had to give me a ride. I was on hold for 25 minutes trying to reach a representative to ask for some sort of compensation for the hour and half delay. Your company brushed me off. Screw you . Change your name to USUCK ! It’s more fitting. Don’t confirm appointments and not hold up your end!

Ive been to this location four times and every time it was awful. From long waiting times (understandable), system outages (also understandable) to incompetent management and inconsistent staff I will no longer do business with this location. Ive attempted refill propane without any results (called in advanced but upon arrival (twice) no one was available). Attempted to return an item, but was told to drive to different uhaul stores to chase management and then at the end was denied the return. I understand the business model, but it should not come at loss to customers both financially, and most importantly, professionally due to lack of adequate staff.

Used them twice now. Once for an in town move and most recently for a long haul one way trip. Great staff who are very patient and willing to assist you in whatever way they can.

Went to rent a truck and the lady at the front desk was extremely rude about having two people from the same car in her building. No where is it listed that 2 people from the same car cannot be in the office. I use uhaul very frequently and I also have a storage thru them and I will be moving all my business elsewhere. Bad customer service is DEFINITELY a turn off for a business I use atleast 2-3 times monthly. Wish I would have gotten her name so I could report her to corporate.

Best service and really nice people. 10 stars

Tried to give us the run around when trying to pick up our shipping crate. They had it for a week before telling us. Then didnt update us that they were going to be delayed. Employees wouldnt even acknowledge your presence. Really disappointing.

We moved from WA to TX and they were supposed to reserve for us a big storage room for our stuff and when we arrived here they said there wasn’t any storage rooms big enough for our stuff. They have us 2 but they were so small it took longer for us to unload since we had to play Tetris to fit everything. The lady wasn’t very helpful and didn’t seem apologetic.

I wasn’t late turning the truck. The online drop off is trash. My phone wasn’t working correctly so I turned in the keys. May 24, 2020. If you look in the camera, I turned it in around 5- 5:30. I want my late charge refund back.

I rented a truck twice and they charge me extra giving no attention when I find out that this place robbed me when I back over there they say sorry but make sure check you reciept when you are leaving this place.

The staff was amazing. Michelle and Caitlyn to include the man who helped load my vehicle on a car dolly were very helpful and went out of their way to make our move to oregon as easy as possible. this location (3501 E Central Tx Expwy, Killeen, TX 76543) has always been our go to place for renting uhaul and storage. this is our 4th truck we have rented from this location and everytime we have had an amazing experience. This is the best uhaul I have been to with the friendliest staff. i recommend this place and will always go here.

I only gave one star because it is the lowest that is offered. I would give 0 stars if that option was available. I was at the location at 3501 E Central Tx Exwy on two occasion, and both were horrible experiences. It appears that the General Manager Michelle Mitchell has a problem offering services to people of color. I had to interact with the General Manager on the two occasion I was at the store and both times I was spoken to in an extremely condescending manner. I was met with yelling and finger pointing in a way that you would a dog when dealing with them sternly. I brought this behavior to the attention of the manager and expressed that I do not appreciate being spoken to in that manner. This seem to only further infuriate her. I went in the store to rent an appliance dolly . When I inquired about the dolly I was refused service by the manager and told to leave the store. As I stood momentarily in disbelief about what she just told me, the other representative that was present indicated (nonverbally) that she could assist me. The manager aggressively looked over to the other representative and told her he will not be gettin any service here and we dont have any. I am a 23 year servicemember who has put my life on the line in fighting overseas so managers like M(s) Mitchell could sleep sound at night. It was jarring to come home and actually be treated like I was here back home in America. Something must be done to correct this behavior. No customer should have to subject themselves to such appalling behavior because they require the necessary service that UHaul provides.

Rudest people! Especially the girl behind the counter with blonde hair! I would never recommend anyone go there!

If I could give a lower rating score I would. Rude workers which includes tone, body language, and unacceptable demeanor of customers. I was on my way to Home Depot to buy boxes, but I figured that I would stop by and support a local business during the COVID economy difficulties. I soon found my way back to Home Depot, and never to going back to this store.

Just left this location and was immediately greeted and assisted by Ty. Thank you so much Ty. In addition, I must say I almost didn’t want to visit this location due to the bad reviews. However, I must say I am glad I did, I mentioned my reservations due to the reviews to Ty and he said they are a new crew, and that had to apply to a previous crew. So go check them out!!!

Prices are reasonable. The truck we rented was adequate. The staff was unpleasant, particularly Michelle. Seemed like she was mad at us for being there. Would probably rent somewhere else next time for that reason alone.

General Manager Michelle is most Amazing here, as is her staff! Only location for anyone and everyone to use! Highly recommend and very fair and accomodating! SINCERE, honest, good people to work with who really do CARE.....and show it! 5 Stars 4 SURE!!!!!***** :0)

Incompetent-incompetent, got a tow dolly. I was told all lights and everything works by the individual. Got home before load my car on the dolly check the lights out for myself. Right side light dont work. Called pick up place, closed. Got a hold some representative, some one will call back in minutes. After been transfered 3 times. A later no contact or call. Call back to where I pick up dolly, told cant help, told to call roadside assistance. Did, they said I should bring that back and change out with different one. I was told policy is cant change out or cant help fix or anything. Told to call roadside assistance. Im stuck with unsafe unserviceable tow dolly. One day of travel time gone wasted and time off from work for no reason. Incompetence-incompetent. Dont go uhaul, you will go wrong.

Ive been here several times and theyre always great. They get you what you need as quickly as possible, and Adrien exceptionally helpful! I come here every time I need a trailer or a truck, and will continue to do so.

Manager Michelle Mitchell’s customer service skills are somewhat to be desired. Blaming her staff for not passing messages on to her and not giving out the correct information is not a good managerial etiquette. She is aggressive and rude.

Terrible and worst customer service!!!! Prices Too High. For 1 pickup truck for 3 hours in town $100 ridiculous... These people are a RIP off... Save your money... Manager rude and employees rude... We will never go again... We dont recommend NO one using this facility. Go somewhere else better...

NEVER AND I MEAN NEVER use this facility!!!! The employees do NOT have a clue on how to do their jobs. I am deployed and using their storage units and I only used their over charged units so that I wouldnt have to worry about anything while I am gone. Well I was completely wrong on that, they continuously charge me late fees because they do not know how to ensure my credit card is enrolled in auto pay. They told me that they do not know how to reverse the fees and act like its my fault because they cannot do their job. I urge anyone to not use this facility they are horrible with customer service and really do not know how to do their job. I called the headquarters of U-Haul and they told me that they cannot do anything for me. This is such a joke for a business!! I urge you to look other places for your moving needs.

Amazing service quick and fast we came in before closing and were doing a one way trip and having a hard time packing and all but he was so kind and fast with what we needed to know and price matched us to make it easier 🤗🤗🤗🤗

Zero service- now blackballed due to useless employees at downtown location. Close your business - You Are Horrible!!!

The fact they have more bad reviews than good ones should tell you everything you need to know. I returned my truck on time but THEY didnt check it in until the next day and then charged my card for the extra day. Since they never answer the phone, I went up there and they game me a refund! Yay right? Not so much. Once i returned to Missouri they REcharged my card and now no one will answer. SCAM ARTISTS!!!

I just needed to buy a couple of boxes but the employee really enjoyed chatting with the other customer even after the sale was completed. They need to improve their time management and customer service skills.

My experience here was just buying packaging materials. This store has every single packaging instrument you could possibly need-boxes, tape, bubble wrap, dish packs, markers and more.They do rentals here too. If youre moving, this is a one-stop shop.

Not friendly, and not helpful. Rude andSelfish. Other stuff are good. Need new meneger . Michelle needs training in customer services or just another job.

Theres a man who lives in the back. Hes really nice. He gave my kids and I some candy. The only part that sucked is how drowsy we all got after 10 minutes. Havent seen him since.

Misleading on pricing, will charge you more later. No employee in store could assist me, had to wait until Monday. Extreme lack of customer service, will not be using their location moving forward! Michelle is extremely rude and will refer you to 1-800# (thankfully they will help you alot more!!)Employees have lack of basic rental info. Extreme lack of customer service, will not be using their location moving forward!

They wouldnt let me reschedule them fixing my hitch estimated time for job 1.5 hours from 3:30 to 4:30 after telling me there was nothing scheduled the rest of day said it cut to close to when they close at 7pm. I ended uo rescheduling for next day at 1:15 when I tried to call and ask why the lady was very rude. When he called me back come to find out he lied when i was there just 2 days ago and said he had to order the stuff now he told me he had it in stock..

I wouldnt come back here. We tried to set up a reservation for a truck and a tow (for a front wheel drive car) and told the guy we only needed a two wheel towing device. He kept trying to put the more expensive device on the contract, and eventually supposedly listened. We went back to get the truck and it took ages for anyone to even come into the office. We got the contract set up. They still didnt have the two wheel we supposedly reserved, but they gave us the four wheel for free. They tried to say the truck had more gas in it than it did, and they didnt do a walk around on the vehicle. They set the key on the counter and walked away. We needed to buy packing supplies and that was another wait for them to come back to the counter. We literally saw people steal a giant TV box. We finally got checked out for our packing supplies, and had to go back in AGAIN because they hadnt given us our full contract. Avoid this location at all costs.

This place is terrible with customer service!! A guy with the name tape Lee was just awful. Saying Im in here by my damn self as we were walking to our truck with him to look at something and lit a cigarette. We then came back inside and he asked us a question about the wiring for the trailer lighting which we didnt know anything about life, then he said yall are gonna make me walk back out there for nothing we have the wiring for the trailer but he tried convincing us we did not. its just a terrible place ! Dont go here.

As much as I HATE moving, the staff at this location made it a little smoother. They bent over backwards to help me get the right equipment and supplies without breaking an already tight budget. Dealt with other U-Haul agencies in the area (as well as their competitors) and these guys got it right the first time. Definitely recommend.

Trash service

Sat there for well over an hour waiting on them to figure out which truck/trailer combination to give me. I even preorder and paid for it 3 days prior. One of the ladies there has an extreme attitude, the other ladies were nice but inefficient.

Got screwed over big time....online price was 70-something dollars. What did I pay at the store? Almost twice that. And to top it off, they somehow changed my online confirmation so that I couldnt challenge it. Corporate support was no help either, basically told me to take it up with the store. Hard to do when they can change my only proof. STAY AWAY!

I will never deal with u haul again. I felt disrespected. Got a price quote over the phone for 98 bucks. When i got their they said 200. So i sent a mexican friend over with what i wanted. Guess what they did it for 98 bucks. If u aint mexican stay away.

This manager just told me I was going to go to jail if I did not return the rented truck wow. Yelled and cursed me out on the phone I would never rent here this lady needs a check up. The manager is disrespectful rude and very unprofessional!!!

Terrible!!! U hauls lady at front desk who said she was a manager lied and referenced customer isnt right me that u haul respect a buddy type work relationship then making sure customers are respected and accommodated while renting their services . #F___K U HAUL

I tried to return a truck and trailer to 2 different locations after driving over 35 hours. The first location. Which was on Rancier in Killeen was supposed to be open until 7pm according to uhaul 800 number, the website and the sign on the door. We got there at 5:55 and it was closed. I called uhaul and now the told me to return it to the veterans highway location I get there they inspect the truck get the milege i thought I was done but now a lady comes out and tells me she has no room on the lot. This lot was pretty big and real empty. Now she sends me to a 3rd location which was this one. When i got here this location was pretty surprised with what was going on. They were very friendy and were glad to take the return. I was pretty happy with this staff. After driving over 35 hours unloading the truck then have to drive around for an hours is awful. I would have saved so muxh time and aggravation if i would have brought it straight to this location.

Super friendly staff and smooooooth service. Recommended.

Customer service is horrible.Three employees when I came it; one female and two males.Female sitting at counter (senior employee I suspect) just keep talking to one of the males. After about 30-45 seconds one male asked me what he could help me with.No Good Morning, no Welcome to Uhaul, what can we assist you with today?, Nada.Even a checkout, no Thanks for choosing Uhaul to help you with your move or anything...just slide the paper work over and was like here you go.....and just kept eating those dang chips.Lots of unemployed people out there with great attitudes. Maybe Uhaul should get some of them to replace these three.

Standing and waiting to get some customer service but they dont hire enough people so it takes a long while to get something done. Maybe one day this million dollar company can figure it out.Even the uhaul associate it talking bad about her job.

I went here to reserve a truck as I was moving. The associate here tried several times to get our needs taken care of but just didnt seem to know what he was doing. He had to start over several times and took a very long time to get anything taken care of. After everything was finished we found out the next day that he actually made reservations for two rentals on accident. I would try to use another Uhaul location if you need a rental truck.

Horrible staff. Cant handle simple tasks or preform transactions properly. Been waiting 40mins... beyond pissed.

July 2nd I called the number for the uhaul office, and unknowlingly got switched over to the call center. I spoke with Greg and made an appointment to have my car in at uhaul on July 5th @10:00 a.m. to have a hitch installed. I got an email confirmation and notice my account had been charged $50.I get to Uhaul just before 9:30 a.m. andhad to wait 5 minutes before anyone would talk to me. Only to find out that I had made the appointment through the call center, and that the call center doesnt know the installers schedule. I was told the only time they could see me was at 3:30 pm later that day, and that they had try to call me, but the call center recorded the incorrect phone number for me (and yet he could get the 16-digit credit card number just fine), so the problem was mine and not theirs.That afternoon the installer felt bad about the mishap, but that morning Tracey G. attitude was your problem not mine.U-Haul, the U means we dont have to take responsibility!

Knowledgeable personnel with good customer service and valuable advice.

Slow! And rude.

Highly accessible location in Killeen. I go here for profane refills

One Uhaul location has unit for my stuff. Across town is another Uhaul location they want me to take the truck

Met my expectations. Staff were helpful and very friendly.

Employees at the front counter are sooooo slow. Some act confused about how to do things on the computer and they are the only ones at the counter.

Great place... always has what I need

Ridiculous to sit on hold for 15 minutes!

By far the worst customer service .. go somewhere else if you can

This is the worst uhaul store i have ever dealt with....most of the employees there are related and really dont care.service sucks!!!!!!

This place is a rip off avoid at all cost. And their customer service is horrible.

Checked in for my reservation online and they said they didnt receive the info. Long check in process, long wait.

Got stuck waiting 4 hours on a 2 hour ETA hitch installation

Bald dude, was really racist. No good costumer service, and all we needed was to refill a propane tank

DO NOT USE THIS PLACE! They gave us a damaged unit that water damaged 3 mattress and were rude and unapologetic regarding the situation.

Is there an age limit on what age h have to be in order to drive one of their pickups?

Great staff very helpful.

Didnt charge extra when I brought the trailer back a couple hours late.

Avoid this place if at all possible. Horrible customer service. Pathetic, confusing billing services. They are out to gouge every customer who unwittingly walks in the door.

They were fast and efficient

Pricey .99cent a mile plus 39.95 a day.

Quick service, great staff...

Always great service!

Worst customer service ever

Very slooooow service.

Good service

Nice employees

Nice peoples

Great service

Good

No service...