Terrible customer service. I opted to pick-up via mobile and had pre-paid for my reservation. When prompted, I headed inside to grab my keys. “Representative” did not acknowledge my existence for several minutes and was on phone with a friend during entire transaction. In addition, he had no idea how to compete a mobile pick-up (i.e. hand the customer the keys hanging on the wall behind him). He called his superior, who was equally unhelpful and immediately stated that I was an hour late and that she “would’ve given my rental to another customer if they had needed it” (although I had already paid for the entire $350 reservation) then proceeded to help another customer. It literally took a third person to show up and simply hand me the keys after about 15 minutes of utter nonsense.

Unnecessarily rude! Not knowing how their process works, my husband and I went in for the first time to ask if we can rent a truck for only the day. Before we could even get close to the register, one of the staff, who appears to be a middle aged white male with glasses, shouted at us NOPE! NOT TODAY! in the most disrespectful way ever. It seems that he was annoyed by us and expected us to know about their truck availability. That threw us all the way off and was definitely uncalled for. Since no one wanted to respectfully help us as paying customers, we immediately turned right back around and left out. My husband asked me what was all that about?. After we left here, we went to the 28th & Burlingame location where we were treated kind and the staff took care of us. Despite the shortage of trucks, the staff at Burlingame location offered us one of their vans which worked out perfectly!We will never come back to the Grandville Ave. location and I would never recommend this location to anyone.

What can I say about this place. This was the cleanest and has the friendliest people any U-Haul Ive ever been to.

Best uhual service in town. Will not go to another one

I’ve used uhaul a handful of times due to work over the years. The service I received from both Abigail and this location was exceptional. She was extremely informative, efficient, and willing to help. I was greeting by her as soon I pulled into the lot to drop off the trailer. Again the speed and willingness to help goes extremely far when you’ve been moving for 18 hours. Highly recommend her and this location. Thanks again guys

Very bad customer service. Waited in line for 20 minutes before someone cake into the room to help the 5 person line. Nothing is ready or avaliable even after he checks people in. Absolutely ridiculous.

Everyone here is very helpful. Thank you

Very helpful staff for moving supplies

Easy returns on the rental van. An employee was outside waiting to sanitize it before parking it to rent again. Great to see them being proactive during Covid19

It was great I got everything I needed

I had a complicated situation...4 U Boxes containing all my worldly goods were shipped from Vancouver, WA to Grand Rapids. They were stored/stacked to maximize space. When I needed a visitation, Keith kindly moved all 4 boxes to the front center of the warehouse, and William at U Haul Grand Rapids was kind enough to help me with the padlocks, with pulling out a few boxes, and even helping me stuff those boxes into my Honda. I cant say enough about the kindness and wonderful customer service provided by both Keith and William...the best of the best.

Keith and Abby were great!We needed to rent a trailer to pull. They went above and beyond to help us with lighting and connectivity issues. Eventually, my Jeep died, and Keith was able to jump it with his personal car. They were very kind and hospitable, and stayed way after closing to help us.They were very helpful, and I would highly recommend them.

Very rude and uprofessional experience with the associate I had the pleasure of working with. I simply walked in to ask for a quote on a truck with a set distance provided. She proceeded to ask for gobs of personal information before releasing the quote and got quite riled up and upset when I refused to give the information without knowing what the price was going to be. I like to deal locally so I was disappointed that they were not able to provide a simple answer without the equivalent of a loan applications worth of personal details...

Service was excellent no complaints help me in my hour of need thank you U-Haul

Very pleased with the complete process of renting a trailer, from on line reservation, pick up and Robert, Rocky and crew were great at the drop off !

Great price. Climate controlled units. Zero complaints would definitely use them again if needed

Super clean space and friendly staff - even went above and beyond to block traffic and help my husband & I back a huge uhaul into the loading space. Highly recommended!

Keith was amazing to work with and was so helpful. When our mover did not show up Keith did everything he could to make the situation less stressful. If you are calling this location, ask for him to help you out!!!

The process to get a quote and then a truck was quick and easy, and I appreciated a follow up call from the manager after a small mix up with my desired drop-off location.

Very impressed! The facility was very clean and well organized. Our unit was in stellar condition, as were all other aspects of the building. The carts for loading/unloading were super helpful and strong enough for some of our heavier items, yet still easy to maneuver.Loading/unloading ramps were spacious and clean.We will definitely go through this location next time!

Amazing owners. Huge storage units

Very nice and accommodating. Couldnt ask for more! ☺️☺️☺️

U-Haul experience was good the app didnt work the way I wanted to so I had to go in the store but overall the experience was great

This place is a joke!!!! We moved from Texas to Michigan, drive for three days and when We got here at 9am, trying to drop off our truck and tow dolly, then get the Uhaul schedule movers to unload our truck at 10am. It’s now 11am, no word from the movers we paid, the truck cannot get dropped off or emptied, and we can’t get anything but bad attitudes and excuses from the staff, especially Abby the supposed manager. We literally don’t know what to do and uHaul seems to not care at all about our situation. This has been a nightmare for us, and we are beyond unsatisfied.

It was nice and a learning experience. I had no problems. Not even with the pricing

Laurie Wright was awesome, very friendly, helpful and knowledgeable. I felt very confident in her ability. Great job, kudos to you for all your help!

Super nice and fast!

As usual the BEST location for a stress free experience. There was a line at an odd time with one employee working, but she quickly helped everyone ahead of me. My truck was already hooked up with my ubox clean and ready to go!

The only dolly they had hurt my partner s back, and they charged full price :(

Super friendly, knowledgeable, and helpful. I was a little hesitant about storage in this area of town, but after walking through the facility I felt it was very secure, as well as clean and well lit. I really appreciated that the GM took the time to show us around, explaining everything; he really seemed to take pride in his job and was committed to providing the best service he could. Would definitely recommend.

Fantastic customer service! After using a UHaul to transport equipment for my community event, I was able to successfully transport all of my necessary items for it to happen. I will definitely use them again!!!

I needed some moving supplies and found this U-Haul online. I was incredibly impressed with the service! Keith was very knowledgeable and helped me put together exactly what I needed to pack up my house. He made some great suggestions, and everything he recommended has turned out to be extremely useful. I highly recommend them!

Great knowledgable, professional staff. The quote was right on. Easy place to work with.

Horrible customer service. Tried to get ahold of them for over two hours. Absolutely ridiculous.

These guys went above and beyond for me in a bit of a crisis. The moving help that I requested did not get back to me, and I came in at 7:45, right at closing. Their GM came into the store after hours to help me figure out the best plan of attack for the next day, and even gave me his number to call incase no one showed up to help. Im very grateful, they are wonderful people

Kind of a weird experience. I called and reserved a truck got Friday at one price I cant remember what. Went into the store to pick it up and was told that was there weekday price. I told them that thats not what was told to me over the phone. So the manager checked and said maybe they didnt know it was for Friday. I said I reserved it a week in advance FOR friday. So he changed the price back but didnt seem happy about it. Before that I was told over the phone that even though I was picking up at 8:30 I could still return it at 9:30. When I got there he said if I brought it back at 9:30 they would charge me for 2 days. So I had to bring it back at 8:30 but at least I was charged the price I was quoted.EditUpon further inspection it turns out that a call center quoted me the price but didnt check in with the store about actual pricing.So the call center told me it was this and and the store told me otherwise so its more of a disconnect between the two which is more common than you think in any industry. So the GM Keith reached out to me when he didnt have to because I gave my 5 stars already and wanted to check in with me and see how it could have been different.I was super impressed by his professionalism and courtesy that I made this edit.Again, he already had his 5 star review. He didnt have to call me at all. I respect that. Hopefully this guy is running the place soon because we need more people like him. Perfect job all around.

They sell anything you can think of that makes moving easier! They even have a cool packing system for hanging clothes! I rented a van with less than 1,000 miles! It even had a backup camera to help me navigate more easily!

Rented a pick up to haul some garbage. Quick service, my truck was ready even when I arrived early. Drop off was fast and painless.

Good guys with here. Comfortable to deal with

This place is phenomenal. A hidden gem in downtown GR and by far the best UHaul location in the city. Seriously. Keith was easily the friendliest UHaul employee Ive ever interacted with: he didnt sell me what I didnt need, he answered all my questions, and he even threw a couple water bottles at me to beat the heat.This place is going to explode in popularity soon, I guarantee it.

Not bad for the biggest room that they have and for $1,000 of insurance money for $7 a month is not bad at all

Worst experience renting a truck. Drove from Ohio to this uhaul place at 3:00 AM to make an 8:00 AM pick up for a 15 foot truck for a scheduled move. When I got to this store I was told they have none available. I made my reservation a week before and also confirmed the night prior to pick up day. I was libid. I have loaders waiting at the apartment and scheduled unloaders at the delivery point. In short I had to send them all home and reschedule. I had to compensate these people for their time. Meanwhile the agent at the Uhaul was acting like it was not his fault although he admitted overbooking. very unreliable people

Its supposed to be climate controlled, yet its freezing in there!

The staff here is great. They all go above and beyond for their customers and really strive for a a great customer experience. Facilities are great and very secure. Highly recommend.

Yes and yes. So professional, prompt, exceptional information review with new renters. I rented a van to move a mattress. While it wasnt particularly cheap, I would certainly do it again.

Extremely helpful, efficient, and considerate! Its not my first time using uhaul but I am extra impressed by this location! I highly recommend!

Keith and his team at Uhaul on Grandville Ave in Downtown Grand Rapids are wonderful to work with. We are a corporate customer that rents from them several times a week and Keith is very supportive and does what ever he can to accommodate our ever changing schedule, and always with a smile!! Our crews check in and out very quickly and the the Uhual team is always very pleasant and gets the crews out and on the road quickly. We can always get in touch with someone at this location, even after hours, our line of business things change in an instance and we can always reach them and they will assist in anyway they can to accommodate our request. I highly recommend this Uhaul location, Keith and his team. They are very dedicated employees and it shows through in their customer service.

Rented a van from this location in Grand Rapids. Keith is very professional and runs a great operation. I would highly recommend this Uhaul store for all your Uhaul needs in the Grand Rapids !

So my first time with this company and on a very important day my daughters graduation i rented truck to move a very big grill i purchased to cook the food at daughters graduation party and only having a very limited time to be at the hall i arrived and no truck.they said that they called the people and told them their was a 1230 reservation and its not like they could go out and get the truck.i guess thats the part that really bothered me the most smart little comments that was very unnecessary. He offers me a trailer well if i had something to hook it up with i would have taken it.so really put an even more strain on my daughters very now so special day.and i feel not handled well.no call back for mng.i guess says alot about this company they make a promise they cant keep.ppl beware!I wanted to repost i talked to keith the gm and he took real good care of me and went above and beyond i would recommend this company stand up place.

Great customer service employee was able to answer all of my questions.But they didnt have the trailer i needed but he was able to reserve me one at another location.

They made returning the U-Haul super easy and fast. The guy that checked it in for me was very nice and friendly.

Made reservation for pick up the day before i needed the truck...got confirmation email and everything get there and they wanted 100 dollars more than the quote and would not rent 8 pickup with a credit card...very rude and not helpful at all..totally screwed me...never again..and they dont keep their end of the deal....

Well run location. The staff is friendly and ready to help.

On February 9th we went to drop off the Uhaul. The employee was outside on his phone. Didnt initially acknowlegde us. We didnt know he was an employee so we dropped the keys in the drop box. He came up to us very rudely and demanded to know why we didnt give the key to him. Upon looking at the employee he didnt look like he worked there. We responded that with his head down in his phone we didnt see his uhaul hat. Employee continued to badger us with same question repeatedly. Finally my husband got out and discussed why it was okay for him to be so rude to customers. Employee continued to become increasingly angry. Until my husband said it would be better to speak to his boss. Employee thought it was amusing since his boss wasnt there. We will be calling his manger on Monday. 0/10 would recommened.Update: The store manager Keith contacted me about what happened on February 9th. He was very concerned about the incident. After listening he was very apologetic and vowed to fix this problem moving forward. I was very satisfied and would recommended this particular Uhual moving forward.

This is great place to store your stuff. Safe, Secure, and Clean. Staff is inviting and friendly.

Employees are friendly.trucks are clean

Excellent customer service and clean, easy to navigate storage facility.

Quick and easy drop off of a 26 foot truck.

Dont store your things here will come up missing smh

Very excellent service by the staff members, super helpful in meeting all your needs

Attempted to charge me for a full extra day, and nickle-and-dimed on the gasoline fill meter.EDIT: Refunded and good customer service.

They help me out pretty good 👌

I rented a brand new van from this location and the whole process was pretty smooth.

Keith is amazing. I don’t want to go to any other U-Haul but this one.

Very friendly staff. Checked us out and in very quickly.

Excellent service. Happy overall

Fast chechin and checkout, affordable, and friendly staff.

Great staff,friendly,helpful,very clean,decent prices

$100.00 per month. But it was expensive every where i called for a quote.

It was good

Its uhaul

Best store in town!

Friendly people and helpful!

ABSOLUTELY AMAZING SERVICE!

Close and reasonable prices

Clean facilities

Convenient, a lot of parking, big selection

Great service

Very low priced

We love this place

Awesome service!!!

Still waiting to hear back from a manager about my experience with this locations rude and hughly unprofessional employees. The incident occurred over 2 weeks ago, on September 24th, and I still havent been contacted like I was told I would be when I reported the issue with customer service via Uhauls 1-800 number. If I have to take the time to go into this location to get acknowledged, I will be reporting to the better business bureau.

They have lok I need.