I rented a U-Haul car dolly for one day, picking it up in Franklin Kentucky Saturday 9:30 AM and returning it to this Campbell Lane Bowling Green U-Haul location the same day at 1:00 PM. The U-Haul employee checked me in on Saturday and even help me remove the car dolly from my truck. However the next day I received an email Indicating I had been charged a late fee, because their records show that I didn’t return the car dolly until Sunday at 10 AM. I guess the U-Haul employee forgot to complete the process or something when he checked me in but now I’ve been charged a late fee. I called this location to alert them of their mistake and they seem very dismissive and weren’t too concerned.I’m giving two stars instead of one because the Franklin U-Haul location were very helpful and friendly.UPDATE:The owner reached out by email within 3 days and provided a refund for the extra day I had been charged by mistake. I’ve changed my review from 2 stars to 4 stars, because other than that mistake the service was good.

Poorly managed, they arent organized and never answer the phone. My equipment was checked back in while it was still in my possession in a different city.

They tried to force us to return our truck early and force us to upgrade to a larger truck. After calling the 800 number we got the matter resolved and was able to keep our fully loaded truck. Now we needed our Dolly (we had already paid for). The lady at corporate U-Haul had said they had six available at this location but this dealer says theyre all now rented, how convenient. Fortunately this isnt the only U-Haul dealer in town. Avoid this U-Haul dealer at all costs.

I dont know where all the negative reviews are coming from. I have always moved during the off season though so maybe that? Its been operated by the same family for years and its always been smiles and laughing whenever Ive been there. Ive never had an out of place charge or bad experience and Ive been using them for almost 10 years now.

I went in to get boxes, and was very concerned to see 2 out of the 3 employees not wearing masks. The man helping me was nice, but I think anyone talking directly to customers up close should wear one right now. It was really disappointing.

The Brantleys are the best!!! Ive done business with them about 4 times in past years. Always professional and friendly. The ultimate family owned business!!!!

We normally use Uhaul when moving apartments. We went in (my husband, me and our two children), all of us were wearing masks. There was one other customer in the store about fifty ft from us. The cashier screamed at us that there could only be one person per transaction in the store. We were clearly looking at the moving supplies and not just there to rent. We left and will not return.

Amazingly difficult. Mocking customers while others are present. Rude.

This location open every day even over the weekend. Very convenient.

Every time I use this location there is some problem. Employees are generally rude and not customer friendly.

Terrible place bad communication dirty car, highly would advise not coming here, also got charged for their insurance when i went ahead and gave them my own insurance and they type it im the computer they put anybody to work upfront super unsanitary RUN

Amazing customer service and I havent even picked up my truck yet!!!! Seriously everyone that works here has a great attitude and was very helpful... I just went in on my lunch break and they still figured out how to get me a truck rental today! keep in mind its peak season and they are tight on trucks!!!! THRILLED! I have now used this location twice and will continue to use them! Thank You

I made a reservation for a pick up truck and a 5 by 8 trailer because Home Depot didnt know when they were able to deliver my item. So I called them and they were even cheaper for me haul it myself that day. I got there, and they didnt have what I reserved, and they were going to upcharge me for a trailer that I didnt ask for, and didnt need and said its not my fault we dont have that trailer. The guy at the desk was genuinely disrespectful, and should not be in that line of work. I ended up spending the money for delivery from Home Depot.

Biggest bunch of incompetent idiots Ive ever dealt with. Only left one star because I had to

When I came to drop off my rental, no one was manning the counter. There was a large line of customers in the store and no employees in sight. When I finally found someone he was mopping a van outside. He had me wait until he was finished before assisting me, over 10 minutes. He assured me my rental would be returned, and that I was free to go after handing him the key. I felt unsure, so I pressed him on this, asking if I needed a receipt or to sign anything. He persisted in telling me I was checked in and free to go, that I would be e-mailed a receipt. Two days later I received a bill attempting to charge me for two extra days of rental. When I called to question them, I audibly heard someone in the background say oh thats the one thats been here for two days. They KNEW the truck had been returned, yet still attempted to charge me for the extra days. This location is operated by shady thieves.

ABSOLUTE WORST CUSTOMER SERVICE I’VE EVER SEEN! I was doubled charged for a rental. I called to get it taken care of only to have the assistant manager be extremely rude. I was told I would be refunded but immediately was charged another time. Triple charged when I only rented for 8 hours and returned in 7. Also received defective equipment that damaged my vehicle. General manager blocked my number and my wife’s number instead of answering calls and location also will not answer. Absolutely pathetic.

Mixed experience...everything was great and Adine was awesome to work with. However, my dad had to pick my truck up and he failed to tell me the gas level. Before I returned, I tried to call and inquire from the store the gas level to return it at, but couldn’t get anyone to answer the phone. So, I filled it up assuming that was the level.When I arrived, I was told I only needed to be half full. I spent $60 on gas and only needed to spend about $25. Instead of refunding me the money, an older gentleman could only grumpily and loudly tell the other employees that I should have read the small print on the back about that and I would get no refund for the $35 of extra gas I filled up!So much for being a responsible person that returns things better than I found them.

Went to the this location on Monday, October 31st @ 10 am for packing supplies. The customer service I received by both employees was outstanding!!! Two of the nicest people ever!! Offered to help bring my purchases to my vehicle which I definitely needed! Will come back if I need more supplies .

Had to wait forever and a half to return a truck. Seems like this place needs more staff.

Not very friendly at all. They just basically talk on their cell phones while helping you and could care less. Ive rented here twice and when I get in the vehicle there is always a lot less gas then what they said was in there. So they expect you to put it back to where its supposed to be, so thats really petty. I wouldnt rent here again

I have moved 9 times in 13 years, and all but one of those moves was done with a U-Haul. This was hands-down the worst customer service ever. First, I made my reservation online well ahead of time for a one-way move in a 24 truck. When I got there, one of the first things the exceptionally rude customer service rep asked was, Gonna have it back by seven? NO, of course Im not! When I told her it was a one-way move, she rolled her eyes and said all they had was a 20 truck. Thank goodness that was big enough, but its not that hard to have the right equipment on hand when it was reserved online ahead of time. Also, as mentioned, the customer service rep was very rude. She did not take her headphones out of her ears the entire time, rolled her eyes multiple times, and generally acted like she would rather walk into an active volcano than be at work.There are plenty of U-Haul places. Go. Somewhere. Else.

Best Uhaul location in Southern Kentucky! Selection is their strong suit. As a primary Uhaul and self storage facility, they have almost every product offering the company sells. Used them a few times. Only thing could that could be improved is the Key Drop on the door for after hours return. Its dark and hard to find at night.

Awesome customer service. Originally thought my issue would cost around $80. Once Alfonso took a look he noticed it was a loose wire. Replaced the wire for free. Earned a customer for life. Ill definitely drop there name any chance I can.

I recently rented a 15’ U-Haul truck from the Bowling Green, KY location. I am highly unsatisfied with the experience and service I received. Below is a record of what happened:I was inaccurately charged for 49.2 miles when i only traveled 15.5 miles. Obviously, I know it is illegal and against company policy for employees to tamper with mileage or odometers, so I chocked up this situation to a simple human error. When trying to dispute this large discrepancy, the manager handled my situation with quite possibly the worst customer service imaginable. Even when given documentation of a fuel receipt for 1.986 gallons of gasoline, she told me my proof was irrelevant and offered no other solution. It is quite literally impossible to travel 49.2 miles in a 15 U-Haul and only spend $5 to fill it up. I was told that a lot of customers underestimate their mileage, which is understandable. But a difference of 33.7 miles between my recorded trip and what U-Haul recorded is unacceptable. I only expected to travel a total of around 10 miles, so the actual trip of 15.5 miles is understandable and is not something I would dispute. I moved within the same city and only had the truck for 24 hours.The manager was not friendly, not helpful, and certainly not willing to go the extra mile for the customer. The service I experienced with the manager is indicative of the service of the other employees - lazy, unprofessional, and apathetic. This was my first experience renting a truck from U-Haul and it will be my last. I would rather pack up my 4-cylinder sedan 10 times over than be ripped off by a multi-billion dollar rental truck company. The manager was determined not to help me find a solution and did not even acted shocked at such a large discrepancy. She ended our conversation by saying, You live and you learn. No, you dont live and learn over an extra $33 in charges. You live and learn when you accidentally leave a sock on the floor and your dog chews it up. You dont have to be a customer service wizard to know that that is something you should NEVER say to a customer with a problem.If I had the money to waste on miles that I didnt drive, I simply wouldve hired a moving company to handle my job. I could not be more unsatisfied with the service and experience I received from this U-Haul location.It is simply unacceptable that my issue was not handled with some sense of understanding. The sad part is that I equated the discrepancy with human error and expected the issue to be resolved quickly and easily. However, the exact opposite is true. I was left more frustrated than before. If a company the size of U-Haul cannot afford to refund roughly $30 in wrongful charges, then they should seriously reevaluate their business standings. I am not one to make a fuss over most things, and I’m definitely not one to show up to a U-Haul location at 7 AM unless there was something actually wrong. I’m not in the business of trying to wrongfully receive $30 from a company or individual, but apparently U-Haul is. There is no reason I should spend my entire morning dealing with an issue that could have been resolved in 10 minutes.

Usually, at the larger facility in Bowling Green, it seems the service is never really all that special. The staff, on the few occasions I have been there seem to be more interested I their cell phones and almost anything else in the world than helping customers.My most recent cmvisit was pretty much the same except when I returned my trailer, the young lady at helped me was very helpful. She did spend 13 of the 15 minutes he spent with me, actually more engaged with her phone than with me but she was at least helpful with information. She actually turned we attention from texting to looking up the answer to my question.

I just left their office with a rental and they are always so helpful and accommodating! I recommend using them and their services.

By design uhaul of bowling green ky. made me pick up my truck on the wrong side of town, so the milage would be greater by 40 miles on less than a 200 mile trip. They are crooked,but the good people at uhaul in somerset ky were so nice and understanding. We are so greatfull.😊

Very friendly, polite, understanding and accommodating staff. I have rented moving vehicles from them numerous times and because of their quality service they will continue to be my go to place in the future.

They take reservations very well but do not keep the reservations.!!!

Rented a truck to move, no issues with the truck. However, extremely horrible customer service experience. The staff was rude from pick up to drop off.

Campbell Lane Bowling Green KY location. Customer service is horrible. Via their website, I purchased a trailer hitch and installation service and scheduled a time for the installation to be done. I received a call the following day to reschedule because the install guy is never there at the time that I chose on the website (so why did it allow me to schedule it at that time). I called back to speak to a customer service rep to ensure that my order was cancelled and that my credit card had been credited. The service rep was not helpful. Very poor first experience with this location (Campbell Lane Bowling Green KY). I hope that this is not the norm for other Uhaul locations.

No help at call. Waiting 30 minutes on the phone who told me i couldnt get the truck because my phone number is associated with an account with a past due balance. I DONT EVEN KNOW THE DUDE!

Its a lot more expensive than I would have thought based on advertising Ive seen. The staff were OK. Just did there jobs. Clean enough.

DONT MAKE THE MISTAKE OF GOING HERE!!!I would not recommend this particular U-Haul if they were the only one in Bowling Green!!! We were going to rent U-BOXES. Although it was very simple what we wanted, the girl had no comprehension of what my wife was saying to her and consequently my wife had to explain it over and over. Finally everything was settled and she asked for a credit card that they said would not be charged until the actual delivery of the U-BOXES which is a month away. Right after my wife got off the phone I looked at our bank account and they had charged $2000.00 against it! We called back and they said that was a third-party moving company that we didnt ask for and they had NEVER mentioned!! So on top of the cost of the U-BOXES they, unbeknownst to us, added another $2000.00 We finally had to go through U-Haul customer service to get refunded and we ultimately cancelled the whole transaction and instead are using a moving company which is actually less expensive than U-Haul.

Wasted my time, will never use them again

Just ask for Nick. He made the move easier.

The service that my fiancé and I received was absolutely EXCELLENT!!!! They went far beyond and above to provide us with the best customer service and did so with much respect and ease! I will most definitely continue to choose this U-Haul location as the one I go to for my moving needs!

If possible I would give negative stars! The manager is extremely rude! She should not be working with the public. They also did not have our truck when we went to pick it up.

Call to reserve a truck, get all the information in oh somethings happened, someone just pulled that one, we have a smaller one. make a reservation to that, head out the door, phone call, yeah we dont have anything until tomorrow. this is the worst experience Ive ever had. you guys need to get your business together. seriously.

I dont know who the other reviewers dealt with but when i rented a truck from these people... everything went very smooth. some of the nicest people i have ever dealt with. our local Franklin KY Uhaul people need the bad reviews. when dealing with Uhaul in southern KY... i will ONLY deal with U-Haul Moving & Storage of Bowling Green!

Very poor attatuid toward helping the customer with request. Did not have appliance dolly that I was wanting, had no idea when they would have one and was not willing to try and find another one at another facility!

The service was awful here and the people working would barely look me in the eye. It seemed like everything else took priority and they would consistently push me back to talk about whatever came to mind.

Rented a 17 truck. Truck wasnt bad overall, did have some cosmetic damage. The blankets and dolly are stored directly inside the door to right hand side, which is in the way. The dolly / blankets can’t be moved without breaking tag and being charged. I took a picture of fuel gage before and after to ensure I returned the truck with same amount of fuel, however still received an up charge for not having the same amount of fuel. The owner / manager glanced fuel gage and pictures (didn’t actually look) and said, “see there, its 2 gallons low” as she was walking away from me without even stopping. Very poor customer service on her part and it cost them any future business from me. I would rate a zero if I could, due to the manager / owner having poor customer service attitude.

My boyfriend and I just moved closer to down town bowling green. We used one of their trucks for about 3 hours and drove not even 15 miles total. They ended up charging us 5 thousand dollars! When we saw this we called them only to be hung up on twice! They are seriously the worst. Totally outraged.

FOUR AND THREE QUARTERS HOURS to install a hitch! They advise when you come in that it will take 90 minutes, two hours tops! Be prepared for a LONG wait.

Sometimes they can be a bit stand-off-ish!07/20 apparently my truck is too old to tow dolly another... its a Ford f450, tried to tow a 82 pickup.... JUST TIRED OF THIS MISMANAGED LOCATION... utilized another location that knew UHAUL policy more and/ or had more common sense than this particular location. Just bad juju everytime I visit this location, and this is me being forgiving!

Always have what I need for a move. Prices cant be beat for what you get. Inside service is a little slow but friendly.

Beware! If Miss Aideen, (sp?), the woman pictured on the website, isnt there, you may be charged extra. Get a final receipt in writing, not a verbal one.Miss Aideen is a gem of a person and very nice. She was not present the day we rented.We returned our truck and were told thered be no additional charges. Then, we were charged for furniture pads and a dolly we didnt use. Be sure and check your credit card charges. And, again, get a hard copy of your receipt. Make them print it out. Its a crazy set up at this location and theres little parking and stopping opportunities.Ask for Miss Aideen. She will take care of you.

They were quick and helpful, they are just in a bad location with no room to park the trucks.

Most dishonest and unprofessional UHAUL franchise ever! I am surprised they still are allowed to operate. They DO NOT follow the rules laid out under contract. Auto drafted my account for gas charges when we filled up upon return. Calling corporate . Stay away!

The young lady that was at the counter and rang me up was very RUDE!! and unpleasant!! I mean if you hate your job that much find another one!! Paying customers shouldnt have to deal with your nasty attitude!

These people intentionally cheated me out of 9 gallons of gas ($30). I was told and shown that there was 1/2 tank of gas in the truck when we left Bowling Green. I was given a chart to go by when I filled the truck back up in Owensboro (one way rental). I went by their chart and it showed that I should put 19 gallons of gas into the tank to bring it back up to 1/2. At 15.989 gallons I stopped, started the engine and the fuel gauge was at 3/4. This was verified by the place I dropped the truck off. When I called the Bowling Green office, I was basically told tough, we dont refund for over-fueling. Yes, that is what the contract says, but I feel like I was very much taken advantage of by following THEIR RULES.This office reflects horribly on U-HAUL in general and I will NOT take this lying down, even if I have to goto court over it. I am that upset. I have documention on every bit of this. DONT USE THESE PEOPLE

I went in to get a 20 to 26 truck to use for one day and they told me they were all reserved. Well had to rent one 20 miles away but had to go by Campbell lane uhaul several times from house to storage and there were several (4-5) trucks sitting there all weekend . Very disappointed in them.

Extremely dissatisfied with my service. I was given and charged for the wrong vehicle, and the kid at the counter marked the tank as full when it was nearly 3/4 of a tank and charged me for gas when I returned with the same amount of gas it originally had. Ive used uhaul for every move but Id rather sell my things than ever come back here.

A secure place where you can rent units both inside and out kept clean by managers that reside on site

A picture was left in the truck and discovered missing once we returned home. Called Uhaul was told I would get a call back which never happened. Called a 2nd time told the same thing so now Im going up there :(

Really Good ppl that work at this store

Check your credit card statement! We were charged two late fees when our equipment was turned in well before midnight the night before our equipment was due at 8am. They have since only refunded one of the late fees. I see this is a conistent complaint from previous customers as well.

HORRIBLE CUSTOMER SERVICE. Stay away from these lazy bums.

They take 26$ more from me and the guy over there speak in a bad way

Need more help.

Friendly, prompt & helpful workers!

Poor customer interaction.

They want 90$ to fold shipping pads.

Very nice folks!

Worst customer service ever , I had a problem and they never had intention to get it resolved, while Im standing in front of the lady speaking with she ignores me instead she talks to her coworker and stays quite for like 5 minutes looking around the room so I walked out .

Fast service

Sorry.

Clean and friendly