Customer Reviews for U-Haul Moving & Storage at Downtown Campus

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.

Testimonials from recent customers of U-Haul Moving & Storage at Downtown Campus

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Estelle T. on

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Rented for 3 days but got done early and was charged over 50.00 didn't get that, not happy at all had the truck for less than 24 hours

Mary Cate K. on

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Greg V. on

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Daniel M. on

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Took over 30 minutes to check in and get my vehicle. Computer systems were down. Entire staff very dysfunctional, even witnessed an employee argument over who was in charge. Restroom facility was disgusting - feces visible on toilet seat and in bowl - looked like it hadn't been cleaned in a month.

Logan W. on

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Teddy S. on

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Good people

ALEX K. on

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The representatives who assisted me at pickup were very personable and friendly but unprofessional and did not have a majority of the knowledge they should’ve to complete a rental and made assumptions with coverages I did not ask for. They were playing music and there was a vape pen on the counter.

Steven P. on

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There ended up being a few issues with the POS system. First, the credit card machine was down. Second, there was an issues where the POS system would not let the staff rent a furniture dolly. Neither of the staff there was aware of how to resolve it. They attempted to call another facility for assistance, while the worked and during the troubleshooting never got off hold with the other facility. I ended up not renting a dolly so I could complete the pickup and the waiting cut 30 minutes into my expected move time.

Colin L. on

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Fabian S. on

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I didn’t exactly knew where to return the keys it would be nice to add as a returning step on exactly where to return keys, but I had figured it out at the end.

Sarah G. on

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elizabeth m. on

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I filled this truck up before returning it at the gas station next door before returning it, and can provide the receipt to prove it, but was still charged nearly 8 bucks for gas. In addition, it took 2 weeks to receive a receipt. I tried obtaining one by contacting U-Haul directly, only to be directed to the location, whom did not answer the phone. I move frequently and have consistently used U-haul, but this experience, coupled with a poor experience with the movers I hired through U-Haul, has convinced me it's time to try Budget or Hertz

Gabriel R. on

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Eric W. on

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Jodie P. on

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The Madison, WI - West Washington Ave location is absolutely wonderful. What an amazing, organized, & helpful business!

jackie s. on

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Rented a 5 x 8 van trailer. First time renting from Uhaul. Couldn’t not have been happier with the service or rental. Ten stars!! Wouldn’t hesitate to rent again when needed! Slick operation and extremely reasonable!!

Gynarva M. on

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This was by far the WORST rental experience known to man. Long story less long, the truck was not ready the day of my reservation so I had to return at 7am the next day to pick up a rental. This inconvenience caused me to miss work, a doctor’s appointment and I was charged a late check-Out fee from the landlord. No one at this branch or at corporate were empathic effort to compensate me appropriately. I will be moving forward to contact the Better Business Bureau about this issue. My recommendation to you: NEVER, I MEAN NEVER RENT FROM UHAUL!

WILLIAM P. on

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Excellent location. New and clean truck ready to go!

marty M. on

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Connor W. on

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The desk clerk (Jonathan) never showed me an invoice or had me sign anything. I never knew about the price break down of the cost of my uhaul until i received an email and had returned my uhaul cargo van. The clerk also made me do unnecessary things like sit in the uhaul and wait for him, report mileage when he could have checked, and was extremely slow. I will not return to this location or recommend this office.

DAVID P. on

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Amanda S. on

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Luza LLC T. on

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Overall everything was great. Service was quick and easy. My only complaint is the professionalism the person helping us was texting on his phone while taking care of us. He would type a few things on the computer for us then type a message on his phone then the computer and so on. We were only there for 5 min.

Nicholas H. on

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DON B. on

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SUSAN H. on

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No receipt sent as promised. My reservation was made for location closer to my home. My reservation was changed for pickup 10 miles,away, which ended up costing me because of the difference in location and distance of my move. Therefore, I would have avoided the charge because i would have been within the number of free miles.

whitney w. on

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Tim B. on

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This U-Haul location was a vast improvement from the U-Haul location we used in Evans Mills, NY. The staff at the Madison location were courteous and helpful!

Justin S. on

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This location ran out of trucks and required pickup at the Atlas Ct location, which was very inconvenient considering I live across the street from this location

Joel M. on

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Ernest H. on

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Timothy B. on

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Easy experience.

Halie F. on

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Gavin M. on

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Was billed for unused miles. Had to fill 4 gallons of gas that I did not use.

Theresa B. on

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Virginia G. on

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Eric W. on

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Ethan N. on

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I decided I would return my U-Haul truck the same day instead of the next day, and I wasn’t offered a refund. I am disappointed in U-Haul’s customer service. I spent too much money for a same day truck.

Jerome M. on

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Lindsey S. on

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When I returned the vehicle, I was told that the fuel level was 7/8 full when I picked up the truck, but it was only half full. I was also told by the person at the counter that I drove 45 miles when I only drove 10. It sounds like the mileage & fuel levels for the truck were not up to date when I picked up the truck, and I was charged for driving more than I actually drove.

KEVIN C. on

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MICHAEL L. on

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Friendly helpful staff

terri d. on

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Mitchell J. on

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Dakota C. on

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Mark B. on

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Was fine

Glesmarie O. on

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Cynthia R. on

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Jan T. on

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We were mistakenly charged $28 for Safe Move. We chose the $14 insurance, not the $28 insurance but were informed that even though we did not choose that option, we could not have a refund.

wort r. on

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The process was seamless. The staff were friendly and helpful--very professional

Mare Clare M. on

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Have always had excellent service from this very convenient U-Haul location near our home. Use them regularly.

Glenn H. on

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They recorded that I returned my rental over two hours later than I actually did which resulted in an excess day charge ($30) from U-Haul. I reported this to U-Haul and I received an e-mail saying that $20 would be refunded but I was charged $30. To date, I have not received any refund and I'm considering legal action.

terri d. on

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Teddy S. on

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Great as always

Hannah V. on

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John L. on

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terri d. on

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Angie S. on

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We had signed up for a 24/7 rental but had to wait until the employee arrived several minutes late in the morning. We had signed up for blankets online but did not need them. The employee was not able to remove them. Charged us for them and then told us we had to contact the manager to get the money refunded. On the positive side, the truck worked fine -- it was brand new, clean. I would use another location if you want any customer service.

Jeff H. on

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Reserved truck for 8am using 24/7 process. Would not work. Called 800#. They said appears no vehicle was made available. Has to wait for place to open. Upon return, my name couldn't be found. Had to wait. While waiting, another customers trailer that he ordered was not there. Had to wait for one to be delivered. Awful service. Will not use this uhaul location again!!

Prasanth K. on

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Brendon S. on

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Hao Q. on

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Hong W. on

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Mark R. on

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The basement storage is just how the place is set up. There may be other areas but we’re not available. Did not find the basement appealing Hated the rope elevator. Moved to another Staff was great

William M. on

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Employees were friendly, but different employees quoted different pricing.

Paul G. on

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Alert:) This location is doing things very wrong. I rented in Madison Wi, had to drop off at this location as it had a key drop box. Got there 7:00pm Sunday night 5/12/19. Gas filed to proper level, no one there, put keys in drop box and my copy of contract as drop box’s states to do. This truck was due back 10:00am next day. Check my bank account and the guy who I never met waits till 10:55 am, then goes on his computer and charges me $43.50 for another day, I wouldn’t even had know, but happened to check my account. This is illegal and unethical business Customer service says they are going to email me the formal complaint number and fails to do that. Called customer service again and had to write the number down myself to get record of It. I took time to read reviews of “rock star Uhaul retail and see that this has happed several times. I’m requesting a phone conference with Uhaul executives, this was illegal.

Alexandra Y. on

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Very helpful option for moving. Easy check-in and check-out process.

Dannie J. on

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Paul H. on

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The staff was super friendly and helpful.

Kathy R. on

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Jordan M. on

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Truck smelled of cigeratte smoke.

Kelly D. on

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Kelley U. on

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John K. on

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The web-based equipment pickup app didn't work. It couldn't figure out my location, so failed, and after several minutes futzing with it, I ended up having to go inside and do a regular pickup, where the customer rep also tried to get the app to work with no luck. Apparently this is very common. Either fix the app or stop advising customers to use it. I personally won't use it again. The web app for noting / taking pictures of equipment problems before accepting equipment was super-slow and a hassle to use. The van was pretty dirty inside and had a cracked windshield when I picked it up. The crack appeared to grow slightly longer as I used the van. Other than that, the van was fine. Looking at receipt, there were two $15 charges for a dolly and pads I didn't order, wasn't provided with, use, or return. I've been pretty lucky in the past with this location and UHaul in general--equipment like new, fast and easy pickup, no weird charges--but this time was a pretty mediocre experience. Hopefully it was just a fluke. Equipment suggestion: Both my car and my friend's truck have cameras built into the passenger-side mirrors so you can see exactly what's over there when you signal to change lanes. This is something UHaul should retrofit on every truck. "Blind spot" mirrors help but really don't do the job like cameras.

Michael G. on

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Michael S. on

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Zacary S. on

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The location matters less than your overall system. I will never, ever, use U-haul again due to booking online and being downgraded in truck sized, shifted around to multiple locations, sent multiple wrong confirmation emails. The location/actually talking to a person has been your saving grace but your computer system of booking trucks needs a serious overhaul.

Cheryl Rogers R. on

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Jesse L. on

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Dustin J. on

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Poor storage due to the building not being setup for it. Surprised they took the time to build out storage under the office.

Mark G. on

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truck cabin not cleaned before rental I was billed for 2 $5 "rental charges" that were not disclosed nor agreed to when I reserved the rental. (I did not rent nor use a dolly or any pads yet it appears I was charged for them)

Max A. on

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Berta H. on

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I called well ahead of time and my reservation was cancelled. I found out that I had 3 reservations and had two cancelled. When the person did that he cancelled all three When I got to the location I was told I had nothing. Tried to explain what happened and was told "you must have gotten someone new. I had to rent a 10 ft instead of the 15 ft I had reserved. Subsequently had to make more trips than planned.

terri d. on

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Dejan K. on

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Jan T. on

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Robert K. on

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Andrew M. on

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Completely unorganized. Customer service was very poor. Nobody knew what they were doing. More training is definitely recommended or new management

terri d. on

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John K. on

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When training new employee have an extra employee on second register to ensure speedy checkout for rest of line.

susanne s. on

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kelly D. on

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The website is deceptive in regards to the mileage charge. I originally shopped my two day rental price and mileage charge for Sunday and was quoted 0.59 cents a mile. I was planning on starting my move early in the morning on Sunday, before the Uhaul location was scheduled to open. I pushed my rental pickup time back to the store closing time on Saturday evening. What I didn't realize is that by picking up Saturday evening rather than Sunday morning the mileage rate increased to 0.89 a mile, for Saturday, Sunday AND Monday. Had I picked up Sunday morning I would have been charged less for the mileage accumulated on Sunday and Monday when I actually used the vehicle. Ugh, another of buyer beware.

terri d. on

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Kevin O. on

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Ashley B. on

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Full disclosure on difference between buying and renting furniture pads. We intended to and thought they were purchased, we had to drive all over the place to recover them and bring them back after already dropping off the truck. Also the website check out service was uselss, didn't work on-site and I had to do everything all over again anyhow. Waste of time.

Michael S. on

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Dustin J. on

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Storage is terrible and waited forever to have someone help me...AGAIN.

Linda F. on

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Dusan K. on

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Last time I needed U-haul was in Chicago a few years ago. The experience couldn’t be more different - very professional and speedy service here in Madison.

MICHAEL L. on

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Michael S. on

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Rachel J. on

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Pat S. on

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Thomas L. on

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Kelsi G. on

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One man was working. He was very nice. He just was overwhelmed trying to handle everything alone. He gave me a truck that was empty of gas. I told him it was empty and he said if you fill it up we will reimburse you $30. WHAT? He was too busy to help me so I left. I went to fill up the tank and put $43 in and the gas gage still said empty. I was driving down the highway and noticed NONE of the gages worked. NO SPEEDOMETER! I returned it and the man still charged me for the rental of a Broke unsafe Uhaul. I want a full refund of the rental which was $64.61 and the $43.24 I put in of gas to fill up the empty gas tank. I called him and told him all this and he still charged me and just gave me a $50 credit. This is unacceptable! I only had the truck for a short time cause I had to return it cause if was BRoKe and the Uhaul was closed so I couldn’t get another one. Please refund me $57.85 $64.61 rental $43.24 gas Minus $50 credit the worker gave me Equals $57.85 needed to be refunded

terri d. on

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Bruce b. on

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Nicholas J. on

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Was fast and easy

Trisha P. on

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Jan T. on

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Stephen E. on

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Whoever the guy was that was working in the morning was really great. Very friendly and helpful, and very efficient getting though multiple customers quickly. I will definitely use this location in the future. Thanks.

Allison R. on

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They were unaware we were coming that day because we had two day rental but got everything done in one. Should recommend to customer to call ahead if returning early

Katrina F. on

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Because of the winter weather and therefore sidewalk salt, the floor of the truck and the cab were dirty. I don't personally care about this, however it did cause me some anxiety because I was worried that I would be charged for this mess. That aside, the staff was friendly, knowledgeable, and helpful. Would recommend.

jessica t. on

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Sandra R. on

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I am unsure if I would recommend using Uhaul. Since you do not guarantee pick up and return according to customer's original reservation (convenience).

jessica t. on

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ED S. on

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From the start, the reservation system was a mess. I went into the Verona Road location and personally reserved a 5x8 cargo trailer for pickup at that location two days later. Our parting words were, "see you Wednesday." Later that day, I received a text (after I specified "email" as the method of contact) telling me my pickup location was at a DIFFERENT Uhaul location in Madison. Even though there were two 5x8 cargo trailers on the lot at Verona Rd., Uhaul would not let me rent one of them. I changed the day and time for pickup from Wednesday to Thursday. On Wednesday, I received a phone call, asking if I was going to pick up the trailer that day! Uhaul seems to suffer from too few employees and poor communication with the customer!

Emlyn J. on

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One of the staff I interacted with did everything I would've expected any average place to react; to the point, timely, simple interaction but just seemed in genuine and in his own world. Not supper friendly just very average and boring.

Perla E. on

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I was threatened to be charged 200.00 for not leaving the keys of the truck. The CSR did mention he's seen me on camera yet did not take the time to see that I had dropped off the keys in the dropbox at the entrance of the building as I was instructed to do online.

Seth F. on

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I will never use uhaul again, the truck was shit and the service was garbage.

Shrikant T. on

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Marajo R. on

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JEREMY B. on

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Everyone was great but the location is very small which makes it very difficult to maneuver a truck and trailer. I would recommend a different location that is easier to enter and exit and maneuver my truck, especially with a trailer.

janet m. on

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Jan T. on

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sandra b. on

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My truck was not cleaned off of snow. I was given the truck running and was expected to pull out. My windshield wipers were still frozen to the wind shield. My son with me cleaned off the wind shield and released them. After I pulled out I was in the right lane and hadn’t gone a half mile before all the snow on top of the car and came down on the wind shield and I could see nothing. Again my son had to hop out and clean wind shield. Glad I was in the right lane and had someone with me. The reservation was made about 12:30, I picked up the truck at 1:30. It should have been more prepared to go. Disappointed.

Michael P. on

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Pleasant personnel.

Michael P. on

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Personnel pleasant and helpful.

Oma C. on

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Good service and thoughtful staff

James G. on

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na

ELISABETH K. on

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always helpful and very grateful to the staff

RUBEN J. on

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Great 👍 Robin from the Mankato MN location was excellent. She is amazing in her ability to assist customers.

DeAnne K. on

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Do NOT allow people to reserve units online and then send a confirmation that they have a reserved unit if you can not guarantee it!

Amy P. on

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The fact that it was even proposed to convert a building with a manual freight elevator into storage space is absurd. If I'd known that particular in advance, I wouldn't have rented the space.

Paul N. on

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Employee was rude, smug and as disrespectful. Horrible experience!

Jessica K. on

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The staff was friendly, polite and very helpful. If I ever need a place to park my car again I will definitely be back.

Lauren P. on

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During sporting events, my spot would often be sold leaving me with no parking spot.