Customer Reviews for U Move
(U-Haul Neighborhood Dealer)

Rating:

3.0

The app sucks ass. That would be good to fix

Rating:

1.0

The owner of the Star Towing location where we picked up our U-Haul was unbelievably rude, aggressive, and completely unprofessional. We were told the location opened at 9:30 a.m. and that someone would be there. When no one had arrived by the scheduled time, we called the phone number posted on the gate. The person who answered abruptly told us that the number was for Star Towing, not U-Haul, instructed us to call the number on the door, and then hung up on me. I called the number on the door, but no one answered. About five minutes later, a man pulled up in a truck. I quickly realized he was the same person I had spoken to on the phone. I was confused and frustrated, but I remained polite. The first thing I said to him was, "I'm sorry. We're trying to get back to Arizona today, and we're in a hurry." I was just trying to figure out if someone was coming to open the location. Rather than responding professionally, he immediately turned to my husband and ordered him to move our truck to the other side of the street. As soon as my husband walked away to move the truck, the man's behavior toward me became much more aggressive. In an intimidating manner he told me that he "didn't need my attitude" and that "we could just leave." He accused me of giving him a hard time for being late, even though I had simply asked whether someone was coming to open the location and he was late. While I was only 5 min after I don't feel that my calling the number at the time of opening was over the top I was simple tring to figure out what was going on. His body language and tone were threatening. He is a large man, and he was clearly trying to intimidated me . I felt very unsafe unsafe alone with him. Once my husband returned I left and went sit in our truck. The man immediately changed his demeanor and treated him respectfully. Afterward, I told my husband exactly what had happened, and I reported the incident to U-Haul customer service. I WOULD NOT RECOMMEND THIS LOCATION TO ANY WOMAN TRAVELING ALONE!!! The difference in the way this man treated me compared to how he treated my husband was striking. Whether or not his behavior was intentional, it made me feel threatened, intimidated, and unwelcome. No customer should be made to feel that way while simply trying to obtain basic information. I hope U-Haul takes this complaint seriously and addresses the conduct of this location's owner, as this experience reflected very poorly on the U-Haul brand and will never use this location again.

Rating:

5.0

Thanks you guys!

Rating:

5.0

John helped me through some challenges with the app.

Rating:

2.0

My wife returned the rental and because of the confusion with the app at pickup there were issues with personnel and resolving the issue that was caused by the app. We for sure selected that we would return the truck at the pickup location because of the extra cost to just make it a one way trip. The contract even stated this fact. When my wife returned the truck he wasn’t helpful and even a bit degrading by saying that it was supposed to be returned in St. George. The other issue was that we picked up the truck with around 1/8 of a tank and the app even said to just return it with the same amount. We know the contract says to return it with at least a quarter tank, but the app didn’t make this clear and the attendant, again, could have stated in kinder terms how we can avoid the convenience charge. The situation could have been made better if the attendant did more to help me wife. Offer useful solutions (check the contract, be nicer, offer to back the truck in instead of my wife).

Rating:

3.0

Their hours of operation are very limited. I did a lot of waiting before I could get my trailer.

Rating:

5.0

Great service and a very friendly person. I will definitely use them again!

Rating:

1.0

I have been using U-Haul for many years. I have probably rented everything they offer and purchased many moving materials from this company. I have dealt with great customer service to poor customer service to literally being ignored, but have always come back. This pickup and the representative there was not just rude and insulting, he was aggressively angry and scaring my wife to the point of wanting to leave without the van we so desperately needed. I honestly felt he wanted to get physical with us. He berated us and tried to bait us into a confrontation. I strongly recommend NEVER using this representative.

Rating:

3.0

Having a better knowledge of what i needed to do once I took possession of the vehicle

Rating:

2.0

Your website and app really struggle. Could not get location services working and was told I needed to "restart my phone". It's a story that is hard to believe, but also why does EVERYTHING depend on you locating me when I am literally standing at your stupid store? I yearn for the days where I sign my life away, hand you money, and you hand me the keys to a truck. You have used technology to make the process excruciatingly time consuming and painful. I have rented trucks from Lowe's and Home Depot and it takes about five minutes because their companies have looked at the process and chosen to reduce pain rather than cause it. Nobody should use U-haul until they get their s**t together as far as the process of renting a truck. Honestly, stay away.

Rating:

3.0

I was not able to get the person at the facility. I got an online operator that completely mislead me with most of the information she gave. I wont be using Uhaul again.

Rating:

2.0

I had opted to have a utility and appliance dolly as well as moving blankets included along with the truck rental. When I arrived at the facility and found an empty truck I was disappointed. I called and left a voicemail for the provider; As yet, I am still eagerly awaiting their reply. 2/5 Stars.

Rating:

1.0

Awful service! Gentlemen yelled at me saying he would not accept my trailer after I was told from Uhaul that I was suppose to drop it off there. I was literally on the phone with Uhaul telling me to drop it off at this location while the gentleman was yelling at me.

Rating:

5.0

The gentleman who helped us, I believe he was the owner, was very knowlegable and informative and made sure we understood how to safely tow our truck behind the moving truck. I was good information. The truck and trailer were great and did their jobs perfectly.

Rating:

5.0

Yes

Rating:

5.0

Easy pickup and very friendly and efficient

Rating:

3.0

I was overcharged by almost twice for this trailer rental. I trying to get the charge corrected. Proprietor was unprepared for my pickup even though I reserved the trailer a few hours in advance. Not the friendliest guy in the world.

Rating:

5.0

Your software sucks

Rating:

3.0

Nice guy but very confusing to pickup. Not marked well

Rating:

1.0

They close at noon on a weekday. There is no discernible lot and they don’t answer the phone. I had to do a self drop off which was easy enough with a 4x8 trailer but having to do so in the middle of a weekday is absurd.

Rating:

3.0

Better parking

Rating:

2.0

The check in process was not clear. I thought I had completed the check in but later found out I had missed a section. The employee who noticed the missing section called me and made me return to the location to compete the last step which did not require any in person interaction. I was also accused of theft multiple times even after returning with the trailer to complete the steps that weren’t forwarded to me or found in the U-Haul app. The app should contain all steps whether you are renting a trailer or a moving truck. The running lights also didn’t work on the trailer and let to me getting pulled over when it got dark. Brake and signal lights worked which were tested prior to leaving the site.

Rating:

4.0

Jason was very helpful. I've never done a contactless pick up and drop off. He helped make the process easy. This will be the way I do business with U-Haul going forward. The truck was new and clean.

Rating:

5.0

Very helpful staff that went out of their way!

Rating:

5.0

Keep up the good work.

Rating:

2.0

Right hand mirror was NOT properly adjusted to let me see the side of the truck. Isn't there a safety protocol??

Rating:

2.0

The place was not clearly marked. Sales associate seemed upset that it was scheduled at a time he was not supposed to be in the office. Even though we scheduled it online. Receipt said we returned the rental at 7:30 but we had it back in its place just before 5:00 and we were charged after hours fee for unknown reasons.

Rating:

1.0

Guy was a complete ass, absolutely grumpy, and disrespectiful. First experience with a local in a new city i just moved into and wow was it a disappointment. I would highly recommend Uhaul and whoever not partner with him.

Rating:

5.0

Jason was extremely helpful. Stayed after closing to check me in.

Rating:

3.0

The tightness of the parking and sheet were difficult to navigate. I know it’s can’t be changed but it as very challenging to navigate the truck in that dead end street and to re-park it after my rental. Other than that it was a good experience.

Rating:

3.0

I had a reservation at one location and the total was $30 out the door, I went to pick up my trailer and they rented it out to someone else found me another trailer that I had to drive to another city to get and it was $75. Not happy.

Rating:

5.0

Drop off supervisor was very helpful. My original drop off was about a mile away but road construction had closed off its access. After calling U-Haul they quickly rescheduled my drop off to a new and close by location. Thanks.

Rating:

1.0

I do not recommend this drop-off location for U-Haul. It's in a small cul-de-sac, which makes it hard to navigate with a 20 ft truck and an 8x11 trailer. When I arrived, the door was locked, and I found a sign indicating they were open. A man inside seemed irritated and asked if I was dropping off. Instead of offering help, he suggested my husband back the truck into the cul-de-sac, which we had never done before. While I was trying to guide my husband, he made snide comments. His daughter and another guy arrived, and they laughed at our struggle. Overall, the experience was very unprofessional. He did nothing to help us at all but did have time to sit on the front step and smoke a cigarette. I mean just super classy right?! What a joke! I called U-Haul and asked for a different location to deliver the trick. I never wanted to have to deal with this world class idiot ever again.

Rating:

5.0

Great location… Great Service! They even helped us after hours!

Rating:

5.0

Very helpful and courteous.

Rating:

5.0

Yeah it takes a second to get all the info but after that 10/10 customers satisfaction Overall.

Rating:

2.0

When dropping off the truck at this location, there was no one there. The lunch hours were listed as 12pm-3:00pm, though the staff was there on location. We were told to fill out the online form, which didn't work correctly on my phone, and do it that way. I said I was having issues with it and was still told to use the website to return the truck. I would recommend that a new location be found as I wasn't the only one having trouble with this location. Another couple showed up about the same time as myself, that were trying to pickup a truck and were having the same types of issues, though the person who was inside the location did not come out or answer the door when they knocked. Not sure why the location requires a 3 hour lunch break on Saturday.

Rating:

5.0

When I called it was answered by a call center and I was not told by the call center I needed to check a text message or download the app in the beginning, it would have been helpful. I had timing issues and getting the truck picked up after was complicated because the location sent me a text, but the text with the link came from another number and I keep my phone on do not disturb. It was confusing.

Rating:

1.0

We were overcharged. I will not go back to this establishment again.

Rating:

5.0

It was so nice to do it myself service without interacting with anyone if not just following instructions through my phone… I loved it!

Rating:

3.0

I booked the truck online, including one of the few drop off locations offered at my destination. I received a confirming email, including that drop off location. When we drove a distance to drop off the truck, we learned that our drop off had been changed. And yes, it was on the paperwork we were given when we picked up the truck, but it never occurred to us to check, because of the confirmation email. Lots of extra time and driving.

Rating:

3.0

I was grateful to drop off here late. The location is convenient to get to but logistics are difficult. Compared to the pickup location this was very uninviting.

Rating:

2.0

Owner was very rude and didn't help unhook and move car dolly.

Rating:

2.0

non professional and unclear of where to put truck

Rating:

4.0

Remote check in is super frustrating for a first timer, even with tech savvy kids there to help.

Rating:

3.0

Again, truck share drop off was frustrating.

Rating:

1.0

I set my reservation for 9:30 AM. I received a text saying it was changed for 10 AM. I called the number listed in the text to see if I can get my original pickup time and the answer person I spoke with was very short and refused. I showed up to pickup the truck the next morning and waited for 45 minutes before I was able to get the truck. There was only one guy working and he was trying to fix a tail light for someone else. If there was a second person there we wouldn’t have had a problem. That set me back an hour and a half by the time I got to my destination. I had movers waiting for me that entire time at my home. Very unprofessional experience. I would not recommend this location.

Rating:

2.0

Make the drop off return stuff on line more detailed. It offered no confirmation nor did it allow us to put in the location or time the trailer was dropped off. What’s worse is it told us to leave our contract in the box. That’s my contract! You should not make us answer the last two questions when we had zero contact with anyone. It was after hours. It’s not fair to the location

Rating:

1.0

the person was rude and unwilling to help, he only had his cellphone to process the orders

Rating:

1.0

The employee was extremely rude. I was sent there to pick up the trailer from a different location. He made me wait for an hour after the pick up time scheduled. He basically was a smart a- hole. He seems to forgets who the customer is and obviously doesn’t know how to treat people.

Rating:

3.0

The only problems I had were that I made the reservation for the 400 S. Orem location and made it for 8am. Then found out I had to be rescheduled for 9:30am because they said they don't get there at 8am. Then I didn't know that not only was my time changed, but also pickup location was changed. So here I was waiting outside the 400 s. Orem location, trying to call them when they weren't even open! I will say that the guy who helped me at the 978 N. Orem location was very helpful and nice.

Rating:

5.0

Jason was very helpful and stayed late after hours for a drop off which previously thought I could't make. Very accommodating for me. I thank him incredibly for his extra work effort!! The mobile app on Android is full of bugs and dead web page links. Please review for a better expirence. The whole profile section has infinite load animation and many others

Rating:

3.0

The man is rude to his customers and when the u- haul was brought back it needed to be park right we’re we get it from And the green cone was not put back in front of it and he called my husband and said how great how he parked back to U-Haul exactly where he wanted it but said the green con wasn’t put back and my husband said well are you there and he said well can you just put it back and the guy said if he put it back he was going to charge us another day. So my husband turn right back around went back the gentleman had the green cone in his hand and he put it back My husband said if you’re gonna charge me for another day I’m going to hook up the U-Haul and use it and the guy said oh no you can’t do that I have it rented for tomorrow. He was just so rude. And we will never never rent from there again I don’t care if it’s the last item that we need and we will never recommend anybody to go to that center to rent anything.

Rating:

2.0

The application and website kept crashing and I don’t know if I verified the post trip because their website crashed and no representative were available

Rating:

5.0

Location was amazing. Very helpful and informative. However, the U-Haul app is clunky at best. The online pick up/drop off experience could be streamlined. Information entered at time of pickup could have been easily done prior to pick up if that was an option in the app.

Rating:

5.0

It was expensive