Dear U-Haul Customer Service Team, I recently completed a one-way move from Texas to Oregon and selected U-Haul due to the affordability and the lower deck height of your trucks. While I understand that lift gate trucks are not available for one-way rentals, we specifically requested both a utility dolly and an appliance dolly during the reservation process to help with two very heavy items we needed to load. Unfortunately, the customer service experience surrounding this rental was extremely disappointing. The day before pickup, I was notified that the truck would need to be collected from a different location than originally reserved. While inconvenient, we adjusted and made arrangements for transportation. Upon arrival at the new pickup location, I was told that neither of the dollies we reserved were available. When I asked where they were, I was informed—flatly—that the location didn’t have any, and that dolly reservations are not guaranteed. When I asked how I was supposed to move the heavy items without the dollies, I was told, “I guess that’s up to you to figure out.” I then requested that they call nearby U-Haul locations to help locate one, and was told, “We don’t do that. We’re not U-Haul.” That response was frustrating, confusing, and unhelpful. I contacted 1-800-GO-UHAUL hoping for assistance, but was again told that they were unable to coordinate equipment between locations. I ended up calling multiple U-Haul locations myself and, after striking out repeatedly, had no choice but to drive to a Tractor Supply store and purchase a dolly at an unreasonably high price. This also counted against the limited number of miles included in my rental and caused unnecessary stress during an already difficult move. I understand the complexity of managing logistics across locations, but for a rental that cost over $4,200, I expected a higher level of customer service and some follow-through on the items included in my reservation. On a positive note, I want to acknowledge the drop-off location in Sutherlin, Oregon. The staff there were friendly, helpful, and professional — a much-appreciated contrast to the experience at pickup. Thank you for taking the time to hear this feedback. I hope it can be used to improve the experience for future customers.
JORDAN S
Customer Reviews for Storage King USA
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Very nice folks
Josh JI had issues with the app functionality when returning my rental outside of business hours. My truck did not come equipped with a standard dolly or moving blankets.
SEAN HCould use a blow out of hrass on floorboard. Other than that it is clean.
ALLISON FConvenience in mobile check in. My rep Kyle is awesome!!! Takes care of me and my needs. I rent alot! Just a quick vacuum of interior cab would be great.
ALLISON FBack had personal items in it. Left on porch. Nice new vehicle.
ALLISON FWhen smoking , put your cigarettes out , then deposit in the trash.
Jimmy WWho ever is at the location lied they over charged my debit card . It was over 200 dollars I don’t appreciate I’m waiting on someone to get in contact with me about it but they haven’t. I will never do business again with them.
rodney bOverall good experience for a quick short local move.
Bob KTransmission was going. Hub bearing was going out. Steering gear box was going out. You website kept “timing out” before I had a chance to do anything.
Matthew SLady at the counter was very kind and friendly. 24/7 program works fantastic.
Omar RThe dolly was missing so I lost the trip and couldn’t move what I was supposed to
Julio RThe location was great. I did have an issue woth being charged tax and sent 2 e-mails to tax@uhaul.com and still have not received a reply.
Lisa MCustomer does everything no help from staff could have picked it up two hours before as planned but had to wait for help to clean it up plus no gas
Philip LVery bad customer service; lady there was rude
Juan CI was charged for a dolly that I told the app that I did not get
MICHAEL BThis was the single worst customer service experience of my life. I waited all day the day before pickup for my confirmation call which I never received. When i called customer service because my truck wasn't there, they said they've been trying to reach me (despite no call record at all) and that I need a different truck at the lewisville i35 location. We go there and wait for almost an hour before staff tells us the trick has a check engine light and they'll have to find another one (they literally laughed when they told me this). All they had in all of DFW was a15', not 10', truck in Argyle, 30 minutes away, but that there would be a gas discount. We drive to the final location which is closed due to staffing issues (which everyone knows just means your pay is garbage), and we can't get trucks share to work. I'm calling customer service but I'm getting bounced around, sent to voice mail, or straight up hung up on. Then they say it'll be $300 more than we were quoted and there would be no discount and that they never do discounts for had despite being promised one. Finally we get the lockbox combination for the key but both are empty. If it weren't for someone who worked in the same building for another company literally breaking in and getting us the key, we would have been totally 100% stranded, no vehicles for us whatsoever. This was a truly horrible experience and I will likely never do business with uhaul again. And after everything I still got a $16 fee which was appealed, never responded to, and was charged to me anyway. -1,000,000/10, do not recommend
Emily H