U-Haul Moving & Storage at Ben White

I dropped off a 15 ft. U-​Haul Truck and an «auto transport» (low-​boy trailer) here after renting it in a Northern Virginia location and driving it here.
The signage is done well and makes it easy to see where you need to pull in to return the equipment. When I walked up and told the staffer what I was there for, he literally said nothing in return. Not even a grunt or a «hmm.» He walked around and looked at stuff for a couple minutes before I finally asked him if he could say something to me. That’s the reason for the star reduction. I had no idea what he was doing, what was going on, etc.
He made sure everything looked un-​damaged, that I’d returned all the furniture blankets, etc., then got his iPhone and had me look over the charges (zero!) before taking the chains off my tires on the auto transport and pulling down the ramps for me so I could drive away a new (again) resident to Austin.
Not a bad experience at all!

Ha, wow. The customer service here is atrocious, and that’s no surprise considering the General Manager (Ryan Polanco) doesn’t care at all, plus he’s so disrespectfully rude. It’s just sad.
The elevator’s broken almost all the time, so if you like taking the stairs to get your atuff to the second or third floor then this just might be the perfect storage unit facility for you! Also, the alarm goes off randomly all during the day, which is no joke on the ears. It would be a different story if people were actually attempting to break in but nope, they still don’t care. I’m a «member», so they say, and I even have 24 Hour Access (a member for almost 6 months), all that, but clearly none of that actually matters. Continued business is obviously not important to them.
PLEASE STAY AWAY FROM THIS STORAGE UNIT FACILITY! TAKE YOUR MONEY ELSEWHERE!

U haul reservation means nothing. You «reserve» a van for a particular time, you get a «confirmation» email. When you get there, you are told they were fully booked when you made the reservation. Then why does the website show available vehicles???

I will never step foot in here again. I stopped in to see if they had a furniture dolly available. When I got up to the desk, the gentleman said they did not have one, but I could rent a refrigerator dolly. I told him I was moving some open top tubs and they would not work. His response…“welp, I don’t know what to tell you then”… I began to walk out and when I got close to the door, I noticed a stack of furniture dollies for sale for $ 20. I picked one up and turned around and of course as soon as I got to the desk again the clerk looked at me and turned to another person and said «can I help you?». So while all I needed, was to pay for this dolly, I stood there for about 15 minutes while he rented this guy’s truck out for him. Finally, another clerk rudely said, «what you need?» Now I was a little more irritated at this point, but still smiled and asked her how she was… She didn’t respond. I mentioned to her that if I had been told they sold the dollies, I would have been more than happy to buy one. Her response? «Nah, we don’t make no money off those.» I just shook my head and left with my dolly… I also rented a storage unit from them once as well and the alarm was going off and there was a guy cutting a lock off one of the units. I went into the office to tell and they didn’t seem to care. This place is not one I would use.

BEWARE of getting hitch! Went in to get a hitch installed at this location. They did a terrible job! The wiring was quickly attached and placed over my turbo. When I went into the dealership for an oil change they said to get that fixed ASAP before it causes major problems. The wire fired and box also shorted and all needed to be replaced. Overall no good communication between the techs so they never knew what to do. On average I wait over an hour and a half every time and it has been in 4 times! Stay away!!!

Affordable, fast, simple, no hassle, just what you want when you are moving. They are not the friendliest staff, but that’s okay because they are competent.

They made a mistake on their side and charged me for ubox storage for twice.
I had to come back to this location twice to get my money back.
The attitude of the manager and the workers here was very poor.
Not apologizing for their mistake. Very disappointing. I chose U Haul moving system because I thought they were professional.

DO NOT GO HERE. Really disappointed with my experience at this U-​haul. This location sucks. The staff, as well as the operations are not well run at all.
Very poor customer service. Went in the other day to get a trailer hitch installed. When I first walked in, the girl at the counter who was supposed to be «helping» me said nothing. Didn’t ask me what I needed help with, or the reason that I was coming in that day. So I had to greet her (say hello! and try to be friendly), tell her my name, what I needed, etc, without her even so much as RESPONDING to me. She didn’t ask me any questions or details as to what I needed. The only words she spoke to me during the whole interaction were to ask me if they had the right phone number on file (which they didn’t).
They told me it would be 1.5−2 hours. So I went home and waited. Once it had been over 2 hours, I gave them a call. They said that it had been done already (why didn’t they call me??). I wouldn’t be so upset about this, however they charged HOURLY for the labor. $ 60 an hour for the installation, and they didn’t even so much as give me a call whenever my car was done?
I tried to give them the benefit of the doubt but it was no use. They did not even install the right parts. It was $ 336 for the whole installation (including parts, labor, etc), however they left out the MAIN part, which was the part that you attach in order to actually hitch the trailer. Why did nobody ask me whether or not I needed that??? Most likely because their customer service skills suck.
Overall, bad experience. Don’t go here unless you just want to waste your time and money.

This place is not well run they nickel and dime you for everything like forgetting to swipe your access card when you leave. Also the alarm goes off every two minutes. If you pay to access ²⁴⁄₇ you still can only use a small entrance way instead of the double doors. It’s fine for truck rental but not storage!

These guys advised us against wasting money on items we didn’t really need, and helped us calculate how much tow space we needed. We’ll be back at this location as we wrap up our move!

It’s been about 12 hours since their third party answering service assured me that someone in trailers and hitches would give me a call back about the shoddy work on my car… think I should give up? Do yourself a favor and drive to San Antonio to the Thunderbird location for anything related to trailers and towing. John is a champion and he’ll take care of you.

I’ve rented several trucks and trailers from this location and every time they have been courteous and more than willing to help. It has been a great experience every time.

Worst customer service I’ve ever experienced! Got there just before 5pm to pick up some boxes for an upcoming move. The one guy working at the register ignored me until the clock turned 5 and then looked up and said,“Sorry, we’re closed.” I politely pointed out the clock just changed and he rudely say,“What? You gonna get mad at me?!” I just looked at him in shock as he proceeded to make fun of me to the other employee/​girlfriend (?) in the shop. I stormed out, but livid doesn’t even cover it. Zero stars if I could.

Back to one star. Elevator is broken down with no notification via email to customers. This place sucks, stay far far away.
It’s nearly 11 PM and the doors should be locked. I pay extra to this supposedly secure facility for 24 hour access. Why?
I also pay extra for climate controlled storage. My unit is inaccessible for the fourth time in a month due to the elevator being broken down. This has completely put me out. Sucks I just paid the bill, I will be addressing this with them tomorrow.
So they have our emails, yet no notification was sent out regarding the elevator being broken down once again. This is terrible customer service from the top down.
This place is bunk, totally useless to me. I have a trailer full of gear ready to unload, and all my tools on the third floor that I need to load in for work tomorrow.
I am 100% done with this facility. Shame on me for sticking around.
If you want to waste your time being frustrated and writing crappy reviews of this place like all of Austin seems to, you should use this facility.
The people writing one-​star reviews of this place have written a LOT of words being very descriptive. Why they haven’t tossed out management here is beyond me. Goes to show how disconnected this company is from reality and their customer base.

If you want to wait for an hour and be dealt with by a very rude staff. Then come on in

Do not go here.
First time I rented from here after returning the vehicle they called me the next saying I didn’t return the truck and I would be charged extra (which I did). They called me the next day and said «oops our fault»
The next time I rented from (why did I do this) they turned what started as $ 50 rental into $ 150 dollar rental. Like I said, do not go here.

Not a great customer service experience.
I was helping my son move, so I snagged a small covered trailer. I’ve done this a half dozen times for various reasons in Pflugerville.
Well Toto, this ain’t Kansas. Or Pflugerville.
We arrived around 10am. There were two people at the counter and a half dozen people in front of us in line. The woman we eventually talked to was handling two customers at a time; the other guy was doing one at a time. We had some questions that threw a wrench in her works (Can we rent a storage area? Can we add boxes to our order?). It just felt like both counter people were really harried.
She handed us off to the outside guys; we had to remind her to tell them what car we were driving. We drive around back, and one guy yells at us a couple of times for being in the wrong place. There’s no designated place to wait or form a line (we were told we were 5^th in line). The whole place feels really disorganized, and the employees all look panicked, like they’ve never seen this level of craziness before. Granted, it’s the last day of the month, but that happens once a month, right?
We figure out which trailer is supposed to be ours, so we back up to it and I start connecting it. Hey, I’m a chick, but I know how to hook up a trailer. A second guy comes up to us to see what’s up, and we discover that A) the taillights on our trailer don’t work; and B) someone slept in our trailer recently; my son saw several cigarette butts and an empty bottle of cheap fortified wine. They call in a change on the radio and switch us to another trailer. I hear them call out the number at least twice. The new trailer works fine and we take off around 11:20. Yep, an hour and a half to pick up a trailer.
We get a call an hour or so later from UHaul. They want to know what our new trailer number is. Pretty sure they’re in serious need of some process improvement.
I took the trailer back the next day. No line, super easy drop off — less than 10 minutes total, as opposed to the hour plus that we spent the previous day.

If only I could rate zero I would. Worst experience ever. First off there are roaches everywhere in the front office of this location. I asked the if girl they would be in my storage and she wasn’t able to reassure me that there wouldn’t be, but «they will be in the office building, yeah they’re everywhere.» Um… Ok… Thanks?
Let’s talk about using the U-​Boxes. Find the extra money and use PODS! They aren’t metal crates they are plywood boxes. Plus, they use a couple of 3^rd parties to ship and store the boxes. So, uhaul doesn’t even have visibility to where the boxes are in shipment, which comes in handy when they don’t show up at your house until a week after you were quoted. That was fun. Here’s what makes it even more awesome. When you ask questions and they don’t have answers they are under the impression that no answer should suffice, but have no idea why you are mad when they can’t tell you where all of your belongings are or what all the charges are on your bill. «You’ll need to call the other location you shipped from.» I want to say, «no, you are the same company and that’s your job to figure out what the charges are on my bill!» There is zero communication between locations.
There is more, but you get the idea. I will say, the Seattle location was great, but Austin Ben White needs some help. The girl this morning didn’t want to help us, but rather look at her phone and the female manager was just ok.
Why are people not required to do a good job anymore or have the desire to do a good job?!

Fiona asked if I needed any assistance and was super helpful. She was busy with another customer when I checked out, so Brandi helped me. She was also friendly and helpful. Great customer service improvement.

Worst experience ever. When I went to pickup the truck I had reserved online it took them forever to retrieve it. Then when I get the truck and the receipt they tell me they screwed it up in the computer and had me down for 2 days instead of one and they «fixed it.» They didn’t give me a new receipt to reflect this fix however, keep that in mind it’ll be important soon.
So I use the truck and it’s fine, I go to return it before the deadline I was given for one day and the back lot is packed so I had to park it behind literally about 100 other truck returns that apparently they hadn’t gotten around to processing.
Next thing I know I check my credit card and they’ve billed me for 2 days when I know it should have been one since I returned it before the deadline. I suppose you could blame me for not having them print me a new receipt but I’m not even sure that would matter because it seems they likely never got around to processing my returned truck for another day and just charged me for an extra day.
So I contact their customer service and on the phone the lady helps me and seems nice. She says that it’s a common mistake and she’ll send it to her manager to fix. Well I guess either she never did or the manager didn’t care so they never fixed the problem and the overcharges stayed on my credit card with no refund.
Anyway stay far away from this place it is staffed by incompetent and uncaring employees and management. Before this I was a pretty regular U-​Haul customer but not anymore.