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November 2023 by Morteza Asgari
Don't ever go to this place! It is bad news. I rented a pickup truck, drove it for 22 miles, refilled the tank to where the needle originally was, and I got charged 87$ for it. I managed to get 20$ out of it back since I was charged an extra day for dropping off the truck half an hour late (The guy that I delivered the keys to told me "No problem. You won't be charged for that half an hour."). Another 20$ of the 87$ was also for the gas as their records showed I did not put back the gas in. They claimed that I should have put another 4 gallons to the tank. So, based on their calculation every regular gallon of gas is 5$ in Knoxville (It was not more than 3$ at that time). Adding 4 gallons to the two and half gallons that I put back in the tank, the pickup truck consumed 6.5 gallons in 22 miles. 22/6.5= 3.4 is the mpg for the pickup truck. It was also very strange; my contract was in someone else's name. So, one of my charges is from a U-Haul center in Arizona, Phoenix. Only God knows why they had me to show them my driving license!
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November 2023 by Wally Lehnhoff
We had a reservation for 8am for the 24/7 pickup. When it was time to go pick it up, the app told us we had to wait for the store to open at 9. It wasn't until 9:30 when we got the truck. All because no one checked the reservations for that day and never put the keys in the lock box. It completely made the process of moving terrible
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September 2023 by CW
This is the best U Haul location in Knoxville. The manager there is incredibly knowledgeable and very supportive. They have the largest selection and can get you in the road anytime. Great service and excellent prices.
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September 2023 by Claudia Ray
Getting the U-Haul was easy, but when we went to drop it off the customer service was not ideal. Everyone was nice but the guy was helping someone when we came in, then he helped a lady start her U-Haul ( keep in mind he saw us and knew we were in there), after helping the woman he sat outside with 1 maybe 2 co-workers and took a smoke break. It was safe to say that despite being on a time crunch, we managed to patiently wait until they finished their cigarette and left.
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September 2023 by Jeremiah Vaught
Too bad you can't give less than 1 star. Set up an appointment 3 weeks out to install tow package. We were assured they had all parts in stock. We run a business and clearly a whole day to have work done. Showed up on time and they told us they can't help us. They dont have any parts. Come back some other time. No call or communication and then complete indifference to our business losing money and not getting the work done. Terrible service. Stay far away.
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September 2023 by Micaela Christina
U-Haul on Kingston Ave, Knoxville, provided the truck size we needed and it was made available for us on the day we needed it. However, the contractor they recommended, Bend, Lift, and Move whom we hired as movers, had unusual and questionable business tactics that negatively affected us. U-Haul is likely unaware of this matter and therefore should not be held accountable for their contractor's job performance. However, this could potentially affect U-Haul's future customers. U-Haul's reputation and integrity are at risk by association with aforementioned moving company.
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September 2023 by Kevin Rayle
Very thankful they have a large selection of trucks available. I was able to walk-in and rent same day due to my truck having mechanical issues. Worked perfect for what we needed. Easy to rent and return!
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August 2023 by Jason Eslinger
When I first arrived, having already checked in over my phone and just needing to get the keys to my rental, there were two employees inside by the registers. One was dealing with a family already, so I approached the other gentleman. Before I even said a word he loudly proclaimed "I can't do ANYTHING!" He was referring to his computer being down, but he didn't even know what I needed beforehand. Anyway, I show him my phone and say I just need to pick up the keys, and asked if this is how this works. He checks with the second employee at this point and he tells him to give me the key. The guy refuses at this point and says "Don't we need to get a picture of him driving it, so it doesn't get stolen like last time?" Now at this point I'd like to mention that I'm a lot of things, but I've never stolen anything in my life, and this, quite frankly, kind of pissed me off. To automatically compare every customer to the bad apples that came before is not professional in the least. After I was handed the keys by the other, more helpful employee, he told me to make sure to finish the check-in process on my phone, and I asked if there was anywhere my wife could park her car because she was going to ride with me. I never got an answer to this, and while I awkwardly stood there, the unhelpful employee said "You're good, I guess this is how we're doing things now," as if he didn't agree with his colleague. My major gripe with this whole experience, other than being compared to a thief, is that it all could have been prevented if that first employee had a basic knowledge of the online check-in. He acted as if he had no idea I already took a selfie and scanned my driver's license. Proper training in this would be a great place to start, and then customer service should be considered as well. The first guy had no idea what I needed, and instead of hearing me out, basically said that he wasn't going to help me because his computer was down. TL;DR--I was treated like a thief for asking how the online check-in works
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August 2023 by Rick Byrum
I asked to speak with a manager about trash that was left in the truck by a previous customer and have yet to be contacted. I also called the 800 number and they sent a message to the manager at this location to have him call but no call was received. I do not recommend this location at all !!
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August 2023 by Morgan M.
Horrible customer service, rude staff and poor communication. Go to oak Ridge Uhaul.
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July 2023 by Noah McCartney
I was in a pickle with my trailer hitch. Called to shops all over town and couldn’t get any help. Max was able to help me out and get everything running properly with my hitch and wiring. Max is the man!
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July 2023 by Adam Blevins
Absolutely the worst experience with Uhaul ever. Do not go here. Go to the store in Farragut instead. Both guys working the morning of my truck pickup were extremely lazy. It was almost as if they were competing to see who could do the least. There were 3 check-ins waiting. It was raining. They didn't want to go out in the rain. To inspect the vehicles. When a lady asked for a receipt, they told her no. When she demanded a receipt, they told her fine but it was going to be a very long wait. Took them an hour to get me into my truck (which they never stepped out from behind the counter except to take a smoke break). Then they laughed at me when handing me the key saying "you're going to get wet, I could maybe be convinced to pull the truck up for you for a fee if you know what I mean". I will definitely never ever go back.
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July 2023 by Waleed Albukhari
I was supposed to pick up the truck on 6:00 am through self check out, however the app asked me to wait until 7:00am and check out through the desk!! I made my plans and this 1 hour of waiting costed me 50$.
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July 2023 by Heather Hensley
Justin went above and beyond. Incredibly polite, professional, and welcoming. I rent from UHAUL a lot and Justin is the best! Don't go to any other location.
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April 2023 by William Murphy
TL;DR: Terrible customer service. Scheduled hitch installation well in advance, but appointment was changed without notice. Multiple calls and rescheduling later, still no hitch installed. Desperate to move belongings by May 1st, but the company shows no empathy. Avoid this shady business and choose a different location or company.Full version:Worst customer service I've ever received.I scheduled a hitch installation almost two weeks ago, with plenty of time for them to order parts and be ready for the installation date. I *need* my belongings out of my apartment on Monday May 1st, so I was sure to book the appointment with plenty of time to ensure I could do that.When the appointment date came on Monday April 24th, I drove twenty minutes to the store and was told that they had changed the date of the appointment, even though I received zero notice of this. I called the national phone number for U-Haul as well as another store, explained the situation and about an hour later I received a call from the west town location that they now had all of the parts and could get me in on Thursday.This is still fine, I would have time to get there on Thursday, pick up my car on Friday and finish packing over the weekend. On Thursday, I now receive another call where they tell me they do not have the hitch yet (remember when they said they had all the parts?), and that they would have to rebook me for the following Friday, on May 5th.I have explained to the west town location that I NEED my things out of my apartment by May 1st, and that I will be in a very bad situation if I cannot make that happen, but they have seemingly had zero empathy for the situation. This whole situation is mind boggling at this point and genuinely the worst customer service I've ever received from a company, I don't even know what to do besides letting other people know to stay far away from this shady business. Book your rentals with a different location, or through a different company.Updating to say that I have followed this up with a BBB complaint as well.
