U-Haul Moving & Storage of Northland

Staff was super nice and explained things well. Made sure I got what I wanted and understood how to access my storage and everything. Overall a very easy process and experience. Thanks.

We unexpectedly showed up to their shop after noticing something looked wrong with the hitch/trailer we had just picked up in Roanoke VA. They immediately identified that the Roanoke store (on Williamson, do not go there) installed the hitch improperly and was detaching from my car frame. They also noticed the wiring was laid on my exhaust and melted, and there was no heat protection around the wiring up to my battery. They immediately got my car in the shop and fixed the issues. Great customer service and greatly appreciated help.

Went there and wasn't greeted by anyone was getting a truck and trailer nobody acknowledged my presence, people was just sitting at the front desk on their phones. Frustrated walked outside and coming towards me was a tall African man can't remember his name but he helped me out greeted me, helped me reserve a truck and a trailer. He was well spoken, definitely knew how to handle customers and he would be the only reason I'd come back. I'd drive further away if I couldn't guarantee him helping me out. Give this guy a raise he's a hard worker.

I normally don’t write reviews regardless of the good or bad but felt this was necessary to post - if anything, for the safety of others. I was under the impression that U-Haul actually inspects rentals for some degree of safety - apparently not. Aside from doing my part as the customer and taking all necessary pictures and physical checks to the best of my ability, absolutely nothing was checked by a team member other than to hook the trailer up to the truck. (We won’t talk about how this location took an hour and a half to get us out the door when we were there at open.) This resulted in the axle of our auto-transport trailer to completely BUCKLE and melt the tire in the middle of I-75 while my vehicle was strapped to it. If it weren’t for the kind lady behind us who absolutely LOST HER MIND, we might have been a second too late and faced a deadly jackknife (this literally coming from the god send of a man who responded to our Roadside Assistance call.) The issue was none of our own and was confirmed by the technician that U-Haul sent themselves. Upon further inspection of the photos I took at pickup, you can SEE that the axle is damaged to some degree to begin with (again, confirmed by both technician and U-Haul Roadside Assistance Customer Service.) Pay the extra for insurance, because if you’re renting with U-Haul you’re going to need it.

UNSAFE! My storage unit was broken into and I had thousands of dollars of my possessions stolen, including irreplaceable memories. I came to get something from my unit and saw some of my boxes outside! I then found some more of my boxes, plus those of at least one other unit that had been gone through and picked over. I went inside and the entire lock unit had been pried off of the door and then placed back--the lock wasn't cut. When I touched it, the entire thing feel on the floor and an alarm went off for a couple of minutes then stopped (I've reported that this has happened here for over three years every time I open the door). There are only four screws holding the lock unit on, so having a padlock is a waste of time. There are only two cameras inside the basement that I can see, and one outside at the loading bay, but who knows if they actually record. Nobody was on location to help and the toll-free number only had options for truck rental, so I downloaded the app and sent a chat. They said they can't handle this over chat and can't really do anything because they don't deal with the storage locations. They did schedule somebody to call me, and she took notes, suggested I don't call the police, and unsuccessfully tried to contact the site manager. I called the police and sat in the parking lot for 2.5 hours but they never showed up, so I have to drive all the way here again tomorrow, call the police again, and wait for some undetermined amount of time. I will miss work because if this, thus losing even more money. This location is incredibly insecure and offers very little support. $140 A MONTH FOR ZERO SECURITY?! AVOID AT ALL COSTS.

Terrible customer service. We called the Northland U-Haul multiple times and the person answering kept putting us on hold immediately. We waited 15 minutes on hold before hanging up, called back, and they did the exact same thing again. No attempt to actually help or even speak with us. Completely unprofessional and a waste of time.

Called us an hour and a half before our reservation that we placed weeks in advance telling us that they would not have a vehicle ready for us until 3 hours past our scheduled time. Fortunately, we were able to get a vehicle from another location.