While running a skeleton crew is the American business dream it creates a really awful experience for your customers. Waiting so long to pick up equipment is bad enough but the wait to return equipment is the real insult. And technology is no replacement for customer service. You have the market cornered - how much profit is enough? I hate the U Haul experience - I just have to decide if I hate it enough to buy my own trailer.
Calep HCustomer Reviews for U-Haul at Metcalf
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.
Just need to replace one of the drivers side front running light on car transport
Richard FThe Manager there was EXTREMELY RUDE. Spoke to my wife very rude. I will never go back to this location, and will let others know the same.
Steve MThey were pleasant. They walked me through everything. They explained everything although I would love a step up bar on your trucks. I’m a short person.
LINDA H3 out of the 4 tires on the trailer were in very poor condition. 2 of them blew out on the trip. We had roughly 500 lbs in the trailer, very light. First tire blew out south of Wichita, roughly 200 miles into the trip. The second blew out in Denton.
JEREMY MNice
Rostyslav CBlankets weren't folded, but they gave me an extra day and a discount to make up for it.
Elliot BThe facility provided anything you would need to assist in its' purpose. I would recommend this facility to anyone. This is the second time I've rented a box truck with a Ford chassis that has had its steering dangerously worn out. If I need to rent again, I will plan on extra time to test drive the vehicle a short distance before i risk this experience again.
LARRY DProficient and professional rental agent.
ALPHONSE MStore personnel were friendly and helpful!
Keith BGreat customer service. Easy pick up and drop off.
JAMES WIt would be nice if you could tell "us" the customer that the wiring might drain your battery but overall my experience was great 👍 Everyone was great at this location.
FELICE MTrailer was recently serviced so all mechanicals were in good condition. However, the previous renter left muddy splatter on the front of it. This did not affect me at all as the inside was clean but it probably looked bad rolling down the road.
DAVID BThe truck is poorly maintained. It drove like it has no shocks, had no heat, externally damaged, and there was trash in the back.
CHRISTOPHER MThey didn't have enough staff so had to get vehicle online after 40 min of waiting and then the app crashed when trying to return the vehicle.
Joshua WFriendly staff
DIJION SPerson before us left some sticker type papers and their notebook, but no big deal
Ashley WIt was left in towing mode and we didn’t realize that for a while. We thought the transmission was going out at first.
JACK SThe lady at the counter that handled my reservation was FANTASTIC!!!!!!!!!!! She put me in the nicest unit they had available and walked me out to it - she is a great representative of the company!
MARK BI dont ask that the truck be spotless but there was chunks of dirt and mud inside the cab that I cleaned up for fear of a charge. Key drop off is poorly labeled. At night you don’t see it at all. I wondered around looking for it then gave up and put them thru the maint shop mail slot. Which doesn’t seem safe at all bc anyone with half a brain, a wire and some dedication could grab those back up when no one is around. But again, couldn’t find the drop box and didn’t need more mystery charges.
Tucker BEverything was great and less expensive than I expected!
MARK TVery polite staff. Truck was brought to me and ready to go. Truck box had a little cleaning out to do but generally very clean. Great location.
JEFFREY WVery easy to transition the drop off. Helpful and kind service personnel.
Doug Bhad some weird issue reporting the new mileage since I think prior customers had thrown it off when I was checking the U-Haul back in.
JUSTIN WI returned the trailer around 1pm in the afternoon. My receipt says I returned it at 8:25 pm and I was charged an extra day. The person who hooked me up is the same person who unhooked the trailer and assured me I was good to go. Lesson learned, I will insist on a receipt in the future before I leave the property. Although, hopefully I will just be able to avoid doing business with UHAUL entirely in the future.
CHRISTOPHER TExtra fees upon renting truck were unnecessary and felt greedy.
MICHAEL GExcellent customer services.
JEROME FAlways make it easy. Bill
WILLIAM BI think your priceing is a joke. The $19.95 is a total joke. Four day rental cost over 300.00.
STANLEY SThe trailer had not been cleaned out and the door was broken and would not shut. We were told we had to call road side assistance, while we were sitting in their parking lot. We had not even left the parking lot and it was our responsibility to figure out.
TREVOR VSuper easy and the person that checked me out was so helpful and pleasant. Thank you!
Joy BThe team was professional, friendly, and helped me at the last minute. They did a wonderful job.
ANDRE HMy problem is not with this particular U-Haul location. They did good work for us. Rather, I was given wrong information by the customer service person from the national U-Haul 800 number when I rented a 6 x 12‘ trailer. They told me that our SUV would be able to tow that trailer. I questioned it since the website said otherwise, but was reassured that there would be no problem. My mistake for trusting them. On the strength of the customer service person’s statement, we installed a tow hitch on our SUV (about $600) and rented the 6 x 12’ trailer (~$500). When we loaded up the 6 x 12‘ trailer, it was clear that our SUV would not be able to tow it. The tow hitch was about 5 inches off the ground, so it would constantly be hitting the pavement. As a result, we had to rent a 10 foot truck to tow the trailer. This meant we had to leave one of our cars behind since I was driving the truck, so it will cost $1000 for us to ship that car to our new home. Since this occured the night before we had to leave, we didn't have time to take all of our stuff out of the trailer and repack it into the truck (everything would have fit in the truck), so we had to keep the trailer (about $500). Towing a trailer also reduced our gas mileage a LOT, so the wrong advice cost us over $2200 + maybe $150 to $200 in added gas costs. We talked to UHaul and they were only willing to compensate us only $500.
MARK CTruck was not in original location. Had to drive 20 mins farther to pick up. This added miles to my trip.
dennis pTHE U-HAUL TRUCK HAD A FAULTY WINDSHIELD WIPER( WHICH WE HAD TO HAVE FIXED IN ALBUQUERQUE, NM. THE DRIVER'S SIDE WINDOW VISOR WAS BROKEN AND WOULD NOT STAY UP! OUR TRIP WAS FROM KANSAS CITY TO NAPA. TOO BAD WE HAD TO WAIT AN EXTRA HOUR AND A HALF IN NM TO HAVE WINDSHIELD WIPER FIXED. WE ENDED UP DRIVING AT NIGHT TO OUR DESTINATION IN WILLIAMS, AZ FOR THAT DAY. WE LEFT WILLIAMS AZ IN A SNOW STORM AND HIGH WINDS W/ A VISOR THAT WOULD NOT STAY UP! VERY CHALLENGING THOSE WERE THE 2 PROBLEMS W/ THE TRUCK. WHEN WE CALLED U-HAUL FOR SERVICE- AMY DID THE BEST JOB GETTING US HELP IN NM. THE GENTLEMAN AT UHAUL OVERLAND PARK (SETH) WAS AWESOME!
SUSAN FCharged me for fuel after drop off, had exact amount from gauge on pickup/return. Charged for 2 gallons. Make sure you do a walk thru with your drop off.
DANIEL Rthe manager and staff are super helpful , and friendly ! clean store , clean trucks !
SUNDAYE WI have used this location a couple of times. The customer service has always been great, and provided clean trailers.
JAMES CYour sales person failed to mention their was a $1.19 a mile mileage charge. Sign said $39.00 a day in town. Will never use your company again and I’ll be sure to mention wto my friends. Hope it was worth it to screw an 79 year old Vet
WALTER WHidden fees hide the true cost of rental, ie. License Recovery, Environmental, Safe Trip. U-Haul has a monopoly on this service.
DANNY CWhen a customer asks for a larger trailer than you rented prior to, make sure it is. We rented one got all the way to pick an item up and it would not fit. Why? Because they rented the same as before. 4 hours later and a waste of a lot of gas I got my product. We rented there often and not even a discount was offered for the mistake but to charge over 100 for ramps because you don’t rent them I had to pay on top of the major inconvenience, not to mention I was an hour late to pick my son up from school due to the screw up.
MICHAEL WThe truck’s alignment was extremely off. The power was super slow. Novice truck drivers would have been lost in this vehicle. I am fortunate that I knew how to handle the vehicle. Maintenance was extremely behind. While U-Haul is affordable; it is clear why. I was really disappointed.
JOSEPH MThe total on my invoice did NOT reflect the actual rental. Location tacked on 1 hr extra and 24 miles extra charges to invoice. While proof with pictures was provided and an eye witness was provided, credit was not given. Would NOT recommend this location!!!!
JANE EPerfect reservation on line system!
Dean YI was charged for items despite never breaking the plastic seal and using it.
COLTON PCourteous staff and friendly as well
ALAN BArminta works like an owner...which is good because she is one! However, I had to wait to place an order because she was the only person working the order desk....
MARK CEverything was great from the staff to the truck to the endorsed movers (Pro Movers LLC)
MICHAEL BStaff was very nice and polite
ANDREW TI dropped this vehicle off at a location in Palm Coast. Not sure why it isn't stated correctly here. And the place I was to return it to, Boo Boo's Discount, wouldn't accept the vehicle. They then gave me wrong information on what to do and where to take it. The place I finally delivered it to, after getting great help from the 800 number, was fantastic. The location was Alamo storage at 4490 N US hwy in Bunnell, FL. Please note that Boo Boo's was terrible and not helpful at all. It added 2 hours to my day. Thank goodness for everyone else.
PHILIP BEngine warning light present on dashboard, along with one other unidentified warning light. Staff said to drive it anyway.
BRIAN GI only needed the truck for a short time to move couches so it was ok BUT it smelled so bad we had to ride with windows down the whole time in the cold. Like bad body odor, and the inside was not clean at all. If I was gonna need it all day definitely couldn't /wouldn't wanna ride in it. I would recommend to a friend but I would explain how my experience was.
LESLIE MThis was our second move using U-Haul pods. Both times the service was wonderful. I can't say enough about how helpful the online support text feature was. We used this multiple times and help was timely, professional, and very helpful. We will definitely use U-Haul again in the future and would highly recommend!
Tammy WEasy
RANDALL SI was told to fill up the gas tank not realizing the tank was not full, I then filled the tank and I was told they would not do anything for an “overfill”
JARED WI am thankful to U-Haul for giving me two extra days and 150 miles because of the expected bad weather along my route.
THOMAS CWas told they couldn’t latch my car on the carport due to weather however I went to another location and they latch it with no problem at all. Terrible customer service.
MICHELLE FQuick drop off and helpful
Leon Huhaul moves my belongings from Maine to Kansas. Uhaul was very pleasant to work with and I was very pleased with their service.
Aniko G | Overall ExperienceThey took money out of my account after my stuff was out of storage and nobody seemed to want to help me get my money back
Diane W | Overall Experience