TERRIBLE!!! I reserved a 20 truck 4 weeks ago. I called 2 times to make sure this reservation was good to go and explained that my U-haul reservation from last year (across country) was cancelled with no reason. Its 2 days until my pick up time (ACROSS COUNTRY AGAIN) and I got an email saying my reservation was changed to a different size truck/different pick up location/different pick up time. I would blow this off if this was a little round town rental but this is MY ENTIRE FAMILY MOVING ACROSS COUNTRY. I will never use U-haul again. Call PENSKE and have them apply some discounts. They matched my Uhaul price and gave me the exact truck size and pick up time I wanted as a customer.

This is one of the WORST Uhaul’s I’ve ever dealt with. For starters, the place is supposed to open at 9am on a Sunday. There was a large line forming, and it was 9:30, and the store was STILL not open. People were moving today, leaving to go out of state, and nothing was said by Uhaul to anyone. No email communication whatsoever. It’s sickening. I ended up coming to Penske to rent a truck, and other people that came from Uhaul said people were still in line waiting, and that was at 10am. DO NOT come to this Uhaul. Rent Penske !!!!

These people are awful!! Service is awful, emoyees are discourtious, equipment is not maintained and they try not to refund money they overcharge you. Find another source, this business is obviously in deep trouble and the lack of maintenance on the rental equipment is going to cause someone serious problems.

We made a reservation for Sunday morning at 9am to pick up a truck, we got there and left at 9:30 because no one came to the store to give us the keys. there was a line of customers when we left and currently at 9:57 there is still no one at the store. Extremely unprofessional and disrespectful having to make someone wait on a truck rental when they have a reservation or had plans to move that day.

Worst experience I have ever had at a rental place . We reserved a 20 ft truck 2 weeks in advance to move my daughter to North Carolina for medical school .I was quoted $395.00 total for the weekend to return it sunday . I show up to pick the truck up at 6 pm on friday and the tell me its going to be $1236.00 . They said the lady that made my reservation messed up, so I didnt have the money to get it and it was too late to go somewhere else, so it ruined our plans and our schedule . I will never go back here ever and you cant get ahold of anybody to complain .

The Manger Antonio is the exact opposite of what the sales department displays the mission and goals the Sales Department portray when renting any service from this unit. Last year when I rented a truck and unit online the sales department split the sale; I pick up the truck from 1420 Montgomery Hwy facility and the unit sold to me was this facility. After, moving my son home from Alabama State University, tired and weary, I decided to go to the unit first to unload his items from college. It was so many people there and every time a customer complained (People of color) the employees would say, “He is not available.” Looking out of the window I noticed a white man running up to the U-Haul vehicle we rented from a half a mile away approach my son sitting in the U-Haul Van yelling, screaming at him, Is that my truck?” I got out of the long line and approach the man and asked him why he was screaming at my son (It was Antonio the manger) and he said, I am the manger looking for one of my vehicles. Meanwhile a neighbor of mine was moving and demanding to speak with because the U-Haul she rented broke down on the side of the road after leaving the facility and she was told he was unavailable; she was black too. Antonio put a lock on my storage never notifying me because he said it was the wrong lock and I purchased it from his facility. I do not have key, nor have he reached out to me. Calls to the facility always goes into the sales department because the staff is always unavailable. People of color never rent anything from this facility that is why his employee turn over rate is so high!

Wish I could have stored my things at this one so nice and professional....😳🥺but had to use the other one across from the bowling alley. Not professional at all.

Best moving services!!! If you are looking for affordable moving services then go for U-Haul Moving & Storage of Vestavia.

Called a few weeks ahead to get a wiring harness installed. Arrived at my appointment time only to find out that they dont have mechanics scheduled to come in for another 2 hours. You would think that a nation-wide enterprise would have figure out how a scheduling system works by this day in age. Serious waste of my personal time due to company negligence.

Joshua was a huge help. The rental process was smooth and I ended up being really glad I got the $8 insurance add-on 😬😅. Will definitely be back.

This location excels in customer service and should be a model for all U-HAUL locations. Being in the customer service industry myself, I know first hand what excellent customer service should look like. Every single person at this location work in excellence every day. GREAT JOB! We appreciate you and we will definitely be back!!

Dont waste you time trying to get propane filled unless you have all day to kill. Zero customer service.

If I could give 0 stars I would. I got here and checked in on the app to pickup the reserved truck. When I got here I called customer service because I couldn’t locate the keys and I was told but customer service that they reserved the truck but the U-Haul location did not leave the keys..how do you leave the truck and tell me where to find it but don’t leave the keys and now I have to come back in the morning and waste more time because they don’t know how to do their job.

We specifically ordered a 15ft truck over 3 weeks in advance and they tried to “upgrade” us to a 26ft. Neither of us have ever driven something that size and made it clear we were extremely uncomfortable especially driving that size in downtown Houston traffic. How do you consider that an upgrade? If I ordered a Medium sweater and got a XXL it would be reasonable to be upset. No one would help us, they let other people in line behind us interrupt while we were trying to sort the mess they made out. We called 5 times over Friday and Saturday to confirm our truck and it’s size. I could not be more disappointed in their customer service, the ethics of this company, and their willingness to honor the contracts they make with their customers.

I can see why this establishment is not listed on Angies List, HomeAdvisors, or has a Better Business Bureau affiliation. After driving in from out of town to get a hitch installed on my car, and having confirmed that the parts were in, several days in advance, when I arrived for my reservation, I was told the parts were NOT in! When asked how that could be, after verifying the parts several days beforehand, I was told their employees were trained to say yes. My biggest disappointment was the absence of any apologies whatsoever. I was then promised I would be contacted AS SOON as the parts did arrive. That never happened. I had to call the corporate office the day before my rescheduled reservation (on a holiday weekend, of course) to finally verify that the parts had arrived. This is the type of service you should expect should you choose to do business at this location.

Can’t even bother to answer their phone. I was on hold for an hour and no answer. Yes it was during business hours. Pitiful service. Won’t be using y’all

Had a great experienceEric white is a great asset to uhaul. Great skill sets and very thorough in the transaction

Good service, clean and convenient

U-Haul on 31 has the worst customer service Ive ever experienced. I walk into the store and cant find anybody. So I walk around back to see if I can find someone. When I finally do I say oh good there is someone here, I need to get a propane tank filled. He jumps down my throat and tells me theyre busy hooking up trailers. I say theres no need to be rude, afterward he turns and walks away from me. This is not the first time Ive had issue with U-Haul but it will be the last Im done with them.

Been in store twice and had no one at counter for several mins both times. If u need free stuff you most likely could go in and out without ever being noticed

.today after a 20 mile detour the two young punks, feed me a my manager line because it was to hard for them to open a gas line .pitiful😡

Nice facility and quick service. Its best if you call ahead to make sure that the size truck you want is there for you. Also, make sure you know the relative distance you are traveling, and save your receipt from when you fill up just in case there are any problems.

I would not recommend this Uhaul location to anyone for anything. I detailed my experience with them below.....2015: I took my vehicle to them to have a trailer hitch installed. I scheduled an appointment and dropped my vehicle off at 7:00 am on my way to work and was assured that it would be completed by 4:00 pm when I came back. It was almost 7:00 pm before they were complete, so I sat there for 3 hours waiting. When they were complete they told me that I would need to come back and get a ball for the hitch since they didnt have an that fit the hitch in stock. This defeated the purpose of needing a hitch before the weekend, but I borrowed a ball from a neighbor. When I hooked the trailer up, I noticed the lights were not coming on. Something was wrong with the electrical.3 days later I called and they said to come in and pick up the ball. When I arrived they said that they were mistaken and did not have one. I mentioned that the electrical was faulty, but they could not look at it that day since the trailer hitch guy was not there.1 month later I called(they never called me back) and was told they had a ball that fit and I picked it up. Once again, they said no one was there to look at my electrical issue.A few months later I called to make an appointment to have the hitch fixed. Their phone disconnected me three times and I gave up after wasting 30 minutes on hold.When I go by the location and finally make an appointment, im told it will cost me upwards of $100 to have it repaired since it only had a 30 day warranty. They said there was no record of me having ever mentioned the issue before.Overall, this location has awful customer service. More should have been done to fix my issues instead of kicking the can down the road until they could say it was out of warranty.

How do they hire people with such bad customer service. The two guys working there on Sunday afternoon both times I have gone (back in December) and then today) make up whatever excuse and have the ugliest attitude. Give them some lessons on body language and customer service.Please avoid this location at all cost! Go to Pelham, super friendly and helpful there.

The assistant manager was so helpful. I was running late and he waited for me to get propane. He went above and beyond and I am very grateful.

Antonio is the best moving planner you can get, and the even better part is he doesnt charge!

Exelente service Mr. Antonio always take care me with everything I need I come to that place 1 time a week to tent a truck or refill my propane tank

I got a wiring done for a trailer hitch and it took them over 3 hours to install. In the process of the installation they broke my brake light wiring and failed to say anything to me after, then when I was pulled over I came back and asked them about it, they denied having broken it and said it was there before. I asked them to fix it and it took them 2 hours to even start on it and after 3 total hours they said they can’t find anything wrong and they tried to charge me for labor.They also overcharged me for a 5x8 trailer that I brought back a day early.This place has some of the most incompetent customer service of any U-haul.

Not a bad experience but the wait can be long. Check in ahead of time online, it makes a huge difference. The staff was fast and friendly once I got moving. I would use this location again.

Do not believe anything they quote you over the phone. Sounds like the employees are just guessing.I spoke to the GM Anthonio C. and only got excuses. No apologies were given and no amends for the hassle I was put through were offered. The only thing he was willing to do was refund me for an appliance dolly that was not given to me.Unless theres no other option I will never use Uhaul again.Zero customer service skills across the board.

I have some questions about something and the young guy there was very nice and he was very informative and he gave me printouts of prices of the item I needed and the staff was overall

By far and away the worst interaction with any business I have ever had (comcast and other communications providers included). I experienced double billings, over billings, misrepresentation, late services, failure to come through on services offered. Surely, uhaul must be a capable organization, however the people within this store simply misrepresent their capabilities as to when services will be available, times they will be available, etc. I arrived at the store after calling 3 times (once the day prior and twice earlier that day) to verify that the services I needed were ready - and they were not, an no one seemed to care. the My issue was escalated to the regional manager and even he failed to call return my call. Dont take this risk with people who will be storing and moving your things. Avoid at all costs :(

Edit: My review below was based on my last 4 or 5 visits and still stands. While it took me another 2 visits and 15-20 minutes of wait time today to get my tank filled, the associate did recognize the situation and gave me a discount on the propane. Bumping from 1 to 2 stars.Getting propane here is like pulling teeth. You can ring the bell all you want, but you just get ignored. Associates walk past and dont say anything. Going inside and asking just nets you excuses (broken machine, dont have anyone who can do that right now, etc.). I get that the trucks are the money makers, but if you offer a service, have a plan for it. Set specific propane hours, train your maintenance crews on how to use the machine, or something else.

UHual and Walmart have equivalent customer service and that’s why I don’t shop at Walmart and I just bought my own trailer so I don’t have to deal with either now.

Booked reservation for 6x12 trailer several weeks out. Had Guaranteed Reservation. Checked inventory on site, looked good. Day before moving daughter to college at 4:09 PM, receive text my reservation has been moved to Location 30+ miles away. Called location where I had reservation and was told, Its corporate. I cant do anything about it. You need to call 800-GOUHAUL if youre not happy. Called 800# multiple times on the way to Vestavia location alternating calls to Pell City as I was afraid of driving 31 miles without assurance of equipment. No answer in Pell City. 800 number would pick up and then drop me over and over. At store, no help. In front of me for 30 minutes, people with same story. Behind me...a dozen more people with same story as me. At counter poor kid making apologies and telling how bad U-Haul has become. Dont use U-Haul unless youre willing to gamble on your move day. I would give them no stars if it would let me. Expect to see them folding up shop any day now. No way a corporation can operate this way.

Some if the workers could be a bit nicer but they had what we needed.

Read your paperwork closely! What they quote isnt what you get.

After our pick up time was pushed back from 12 to 3pm, we were told they had no truck there for us. Despite the fact I had called to confirm. We were then redirected to the store on Valley avenue. The man at the desk seemed more irritated with the situation than I was and did not apologize once for the situation.

Always rent from these guys when I need a basic trailer.... never had a problem.

Friendly and quick, thats all I need any place to be.

A hole in the roof of the truck was hidden by the open rear door. Found the hole when we were loading the truck and notified the General Manager and he stuck me with the bill for repair because as he repeatedly stated insistently: We do not ship trucks with holes. Despite the hole being obviously either cutout or rusted out due to poor maintenance/inspections and in a location that is impossible to see unless the door is almost completely lowered or the door is closed with someone inside. 0/10 Experience and will not be using UHAUL again especially the UHAUL in Vestavia.

Good people, great experience every time I use this location!!

Great service, willing to work with all moving needs.

In and out with great customer service! My new uhaul home!

Convenient trailer rentals with wide selection

Convenient location, but theyre way too busy for the amount of staff they have. Expect long waits

Friendly staff, made renting the truck easy.

Ive always had a good experience there, from getting propane to renting a trailer.

Decent. A bit of a wait during visit due to lack of staff.

Slow service. Not sure if it is the technology or the people.

Very good store.

Huge selection of trucks, trailers, etc. Waits can be bad though.

Managers are helpful and awesome.

20 minute wait and my reservation wasnt available.

Went for propane. Waited outside 20 minutes and left empty. Obviously selling propane is not much of a priority here.

Service ok

Done with U-Haul

Friendly