Customer Reviews for U-Haul Moving & Storage of East Madison
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 of East Madison
David U. on
After spending over an hour on two phone calls to reserve the truck none of the information was saved so we had to both at pick up and drop off spend over 30 minutes waiting in line and regiving all the information. We also rented a storage unit at our destination. I explained when booking I had some heavy furniture to move in. He assigned us a storage unit, gave us poor directions as to where it was. He then came to help us find the unit and he finally found it upstairs which did not work for us. I had to wait in line again to switch units. Overall a horrible customer service experience. I will gladly pay triple what I paid next time so I do not have to deal with UHaul ever again.
Alexey B. on
Rented a 10” moving truck and when I was returning it, prior to going back to a rental address, went to a gas station to fill it up with gas. Then, when inspectors were receiving the truck, he mentioned that it wasn’t filled up all the way. I looked and it was just a millimeter under a half-level line. So he insisted that I would go back to a station to fill it up more with gas. I was surprised as it was literally filled up, however, I went and filled it with more gasoline. When I returned, there was more gasoline in the truck then needed, noticeably way above the halfway line. I asked if I would get some credit and the person categorically refused to credit me the overfill price. Just a terrible and bad experience. Horrible customer service. Unprofessional.
Thomas W. on
Great customer service!
Veronica L. on
We went after hours, but unloading ourselves was easy and had no issues.
Fields P. on
All calls forwarded to BDC, BDC set appointment for a time and day that technican was not available and both the wiring harness and hitch were not in stock. Got a call a day before to let me know they couldn't install the hitch. Then rescheduled, I called BDC to explain the situation they told me next time i should call the store first? What? how do you do that when every call is transferred to their call center. Then we brought vehicle there for the second appointment. Some how they did not get the trailer hitch wiring harness in, so we had to leave it there for two days until it would arrive. Called countless times on the day to see if vehicle was completed, everytime I was sent up to the BDC call center in which they said " we can IM the store and see how things are going" never recieved a call back, no follow up, Now i have recieved 3 calls saying "great news your hitch is in, when do you want to pick it up from 2 other locations in town which I never talked with or explained I needed a hitch from." Absolute disaster, and from what I see online this isnt an isolated incident. No one at the store or at the call center has any care about customer service. They would rather end your call to get you off the phone. Might be a cheap option on paper but frankly I would rather pay double to have it done right the first time. With the amount of wasted time, and my numerous 12 phone calls every day basically it was one of the worst experiences with u haul I have ever experienced. My advice , don't send a follow up survey because you should know what to expect.
Matt S. on
Staff was really great and helpful
Bruce P. on
GREAT JOB ALL.One happy customer.
Jesse M. on
Easiest rental I’ve done.
Kenneth K. on
I rented several trailers from u-haul this year, and this trailer performed the worst under similar towing vehicle, road, and weather conditions. The trailer tended to whip side to side behind the vehicle at normal highway speeds. I assume this might be because of bearing or brake issues. It would be good to have this trailer (RV5759E) checked. One other note, it would be good to see what can be done to speed-up the trailer connection and check-out processes. The location appeared to have too few staff.
Brian S. on
Employees were extremely helpful and courteous
La Mont L. on
Fast check in and out. Nice clean truck. An overall good experience.
Ken G. on
Express checkout is a joke. I went thru all the fields online, with my credit card, drivers license etc. Checked in and had to go thru all of this again. Why did i spend the time doing all this online, getting told i would be in and out, only to have to register like I was a new person off the street? Very Poor. If this is a corporate thing like the gentlemen behind the counter said, fix it. Thank You, Ken Geen
helen c. on
Everyone in office was super helpful. Truck was fine. Charges seemed reasonable and well explained. All in all a good experience. How to improve...throw in two big burly guys to do the heavy lifting.
NICKOLAS S. on
I had to drop it off at 3am because of the contract issues and absolutely terrible customer service.
Ben C. on
Our trailer fishtailed at highway speeds, forcing us to drive way slower than we wanted. We packed correctly like we have using 6+ UHaul trailers of the same size, so we're very disappointed in the trailer but service was great
Josue F. on
Everything was great! Very helpful ! Great service !!
Michael E. on
No comments for improvement, but wanted to thank the gentleman who took time and care to diagnose my electrical troubles and fix them to get me onto the road, even past closing time. He did not give his name, but was a quiet man, I believe middle Eastern, and could not be a more valuable employee. You would do well keep him.
robert p. on
There was a section of a rubber strip along the wall of the enclosed trailer that was falling off.
TONY C. on
Always treated good and with respect.
Bruce P. on
GREAT JOB AND EXTREMELY HELPFULL!!!I recommend U-Haul to all my friends and family for moving.
Martha T. on
Consider concrete repairs, general repairs, improvements, updating. 5 stars for great customer service, nice people.
Martha T. on
Seemed very secure, but old. Didn't expect a rodent trap inside my unit. But that's better than NO trap. Controlled storage bldg needs update, repair concrete, make it more female user friendly.
Jeneile L. on
Anne was very helpful in helping me select the appropriate size truck for my move and helped me to take advantage of the free month of storage.
Robert W. on
Staff were all freindly and very helpful.great experience.
Jeffrey K. on
My reservation info wasnt quite right but they took care of everything very well.
Andrew P. on
Don't tell someone to turn around and return the trailer because your worker messed up and gave them the wrong trailer. I was unable to move the car that I needed to move because I missed my deadline. Completely unacceptable service.
TIMOTHY M. on
I would advise the next customer not to call your customer service for help. I tried to make a change the day before, and called customer service and was lied to, and if you want to talk to the people at Atlas Ave U-Haul, you need to get a local number. U haul customer service is one of the worst I've ever reviewed.
Benjamin B. on
Your signage and labeling is excellent, (the rental truck, for example). I can tell a lot of thought went into the process.
Brenton G. on
The staff here is awesome. I recommend this u haul to anyone.
nickolas s. on
I didnt get the auto transport, which took another 7 hours to get so it doesnt really matter
Sarah D. on
Uhaul in general has made my moving experience a nightmare. I ordered the largest truck and they delivered it to a pickup location that does not have a lock box for after hours pickup. I confirmed through email and on the phone (a month in advance) about the location and when I went to pick up the truck, obviously there was no way to get keys. The only thing available was a cargo can at last minute which caused extreme stress and difficulty trying to combine 2, 3 bedrooms apartments into a house. It was a nightmare and my only compensation was the $50 reservation guarantee. I will never use this company again.
Sharon H. on
Everything was smooth going
Marlon B. on
Your ability to engage on a friendly level, and not just as a paying customer, is always welcoming and refreshing.
CASSIDY K. on
Need to figure out your billing situation. I was charged for two boxes when I only used one. It took too many people to figure out how to refund me that money. I think the manager figured it out but I never got a call telling me that. I called in and was forwarded to call center and talked to 3 different people while being on hold for 50 minutes with Uhaul service reps. I was told by two different people that I was wrong. First, I was told that shipping was $2168 no matter the number of boxes. That’s not what I was quoted and that’s not what’s on the website. Second, I was called Sweetie while being told I was not understanding and I had not been charged yet. My credit card statement said otherwise. I was finally told the $993 would be credited on my card after my box was returned. My box has been returned and my account has obviously been processed because I’m receiving this request for review but I still don’t have my refund.
Sehade S. on
I was sent to 3 different locations, my original time was changed 2 hrs before pickup even though I had hired people to help move. I in turn had to get a smaller truck and had to to do 2 trips to IL from WI, using twice the gas and twice the effort. Not happy at all!!!
Karisa S. on
Great experience. Personnel very helpful. Would highly recommend this uhaul.
mandy p. on
What I did not like was that you had to make a reservation in advance which it does not say on your website, and that I could not leave it at a different location. Other than that my experience was good.
Amy B. on
Renting a uhaul is so convenient and easy.
Karisa S. on
Personnel was very helpful. Excellent experience
Bruce P. on
THANK YOU ALL FOR A JOB WELL DONE AS ALWAYS.
Abigal T. on
Have a smile or two. Everyone seems to be cool and friendly, I like that, it makes me feel that I am in the right place
Erik T. on
Only complaints were, one I was unaware that because I was late my reservation got cancelled. I still got the equipment, but it was close. I was told that the vehicle has 7/8 of a tank, when actually it was 5/8. The counter guy made an adjustment to the bill, without a hassle, so it became a non event also. Overall a good experience.
RICHARD B. on
Great
Nicholas M. on
Every one I worked with were excellent. Great service. Thank you
DEBBY D. on
Need more employees to help customers.
Richard L. on
Quick and easy. Every thing very Understandable right from the beginning.
Curt N. on
Anne Starr was very helpful and answered all the questions I had. She was very friendly and got me one the road very fast. Great experience.
James M. on
Harry was great and handled everything really well.
MICHAEL Z. on
Free coffee is all I can think of... These guys and gal are the best!
Cruz G. on
The van I received was "clean" but as I took possession and drove, it reeked of urine. This was certainly not done by me and I had told the gentleman of this as I left. It was also apparent that there was smoking in the vehicle prior to taking my possession (it smelled of stale smoke.) A better job needs to be done at cleaning the car prior to the next customer taking possession. I would not return to this location again. Two people were working but the one gentleman, who I assume was the manager was the only one capable of making a phone call to Uhaul customer service to refund my seven dollars...I would have left, but the principle of leaving seven dollars behind prevented me from doing so. But I know each location varies, so I would use U-Haul again. Just not that one.
Alisha F. on
The vehicle was fine in the morning but would not start in the afternoon. After a little discussion with the staff at the Atlas Ct. location in Madison, they agreed to refund the cost of the vehicle as well as pick it up from our location as it would not start.
Tyson C. on
The facility was fine, but there were quite a few people there confused with how to pick up or drop off the trucks. Including where to park them. I think if UHAUL wants to do an online return (which is fine), they should have a kiosk or some tool to help do that rather than requiring the renters to use their phones. In some cases there, the people couldn't get signal on their phone, or their phone was dead.
Bruce P. on
Very helpfull and knowledgeable.Probably rent again next weekend.THANK YOU ALL!!!
Rebecca K. on
The person that helped me had to restart my reservation 3 times and tried to charge me triple the price for a $19.99 truck. Switched what I wanted to a van finally and got the right price.
Hsiang-I C. on
Very nice service at this location! Thank you very much!
Scott O. on
I had asked for a 4x8 enclosed trailer, they just set me up with a 5x8 without asking if it was ok and without researching if there were any 4x8s available anywhere. When I set up rental it was set upas 12 hours only not 24, and I was not informed as to why I could only have for 12 hours when 24 is the standard. Other inquiries show me that a one way trip with these trailers to ok me city I am looking to move to is $105 (100-120 miles), but a one way trip to a different city I am looking to move to is only $78 (240-250 miles). I find the price difference to be unsettling and questionable. Customer service was good, quick pick up and drop off times.
Paula J. on
They are awesome
JOSHUA F. on
Dropped off after hours using the app and the whole process was very simple. The location itself is very well lit and pretty secure. Felt comfortable being there at night and i would go to this location in the future if i need a rental. Overall experience dealing with Uhaul = 9.9/10.
Mark D. on
this is a comment on your relationship with Movinghelp.com. My mover confirmed the appointment, but was a no show. when I tried to get help from movinghelp.com, they informed me all they could do is refer me to the website to find another mover, which I did, found one that said they were available, that morning, but they never called after repeated calls to them. I did receive a call in the early afternoon, after I had been working on emptying the truck myself. no accountabiltiy from that whole company. I had to do the work all myself, extend my current rental by 2 days, hire another company to move all my stuff from the location I had hired movinghelp.com to do, and I have to take the next 2 days off from work to get access for 2 men and a truck to clean up moving help.com's mess. Total failure. no call, no show, he texted me later that night to tell me he was sick...I wonder how he was able to inform his coworkers of the situation, but not call me? I was totally blown away by this deal. I am out at least $1500 in extra costs, and was never able to even use the uhaul I rented for the purpose I actually rented it for. You need to reconsider your relationship with movinghelp.com, I would love to have a business to send my receipts to, but I am pretty sure that will never happen, so know that I will never use Uhaul (who let me arrange this movinghelp worker/team through your website) and especially movinghelp.com. Waste of time and money. Sad statement, as I never had issues with uhaul before I encountered movinghelp.com. I would love a call from someone in customer management so I could tell you in detail the hell I went through . Good luck!
Joshua T. on
There was ash in the ashtray that left a smell in the cab, that was the only bad part.
damien w. on
Get rid of that stupid app or get it to work better or just have a site return number to put in on the website when returning after hours
sue r. on
I arrived at the location at 6:30, they did not open until 7. When I went to put my key in the key drop an employee was collecting the dropped off keys. There was nothing to put my key in so I would have had to just put it in the slot and hope they could figure out that my car was there to have a hitch installed. Instead the employee opened the door, 1/2 hour before the opening hour on the door, and took care of me. So happy that I didn’t have to worry that they found my key.
daniel o. on
Cruise control
Heather D. on
We had a turn signal issue which was promptly solved for us.
Abigail T. on
we loved the friendliness and helpful ways of the staff member. we really loved actually getting the vehicle to use after setting it up to be ready for us. thank U very much. keep on being nice please.
Michael S. on
Have used this location a few times. Nice and easy to deal with.
tim l. on
You folks operate quite well at this location. I've been using them regularly for about 12 years. Never had a disappointment.
GLEN J. on
Everybody was very helpful when I called in to make monthly payments
Paul M. on
Tried the mobile phone pickup, but my cell service was very weak making it hard to sign in to complete the transaction. Went into the building and worked with the staff instead.
Stephen J. on
Everything was great, staff (Wayne) was very helpful and efficient. Not much room for improvement!
Mark N. on
Turn in was basically issue free all though a gentleman pulled up in plain clothes and a mini-van and asked if I had any questions. He also gave me a detail of the turn in process, said he had to stop in after hours and said he could take the keys. He was very friendly and nice, all though when I left I was thinking "should I have done that?" Not sure what a fix to that would be as he was just trying to help and do customer service while off hours. But I did call the next day just to make sure the Uhaul was not now a stolen, mobile disco :) Probably the best route in that situation (which would be rare, employee on site after hours) would just have the employee point the customer to the key drop. Again the gentleman was very courteous, friendly and helpful. This was more of a Uhaul/Customer security issue.
Christina D. on
Great experience, thank you
Shelby S. on
This location was very understaffed for the amount of rentals going through that day. We were there for 30 minutes just to pick up a trailer. Employee, Jesse, was super nice and calm though. He did a great job handling the situation as best as he could.
Connie h. on
Always use U HAUL always great....
todd m. on
All the staff at this location were extremely courteous and professional. I commend them all for their dedication and commitment to customer service. I especially would like to recognize Anne for her outstanding efforts and willingness to assist us when we were unable to rent the vehicle we needed. Anne went above and beyond what was necessary or expected. Thank you!
Paul K. on
Did the reservation online and got in and out in no time. Thank you U-Haul!
Justin S. on
It was very inconvenient to use this location for pickup since I live across the street from the W Washington location. Additional flexibility to have rental pickups between store locations would be helpful.
Raven S. on
No improvements necessary! Jesse is friendly, helpful, professional, and outgoing! This is the only uhaul location I will use.
Shawndra D. on
Wayne is awesome!!! I had issues with pick up location because our uhaul location stopped. Mileage cost got reduced!
Dan C. on
I thought the online reservation and automated pickup would be more convenient, but it was quite cumbersome and took more time than working with someone inside. It's also frustrating picking up a truck that does not have a full tank of fuel - seems like a gimmick to get customers to pay for more fuel than they use (because knowing how much fuel you've consumed means you'll overshoot the mark every time).
Adam C. on
Their system was down but they found a way to still approve my rental for the afternoon
Steve D. on
Pick up went well. Good information. The drop off process was great. Did have a light issue on the trailer about half way thru the rental but I worked it out.
Dustin H. on
When I reserve a 26 foot truck several weeks in advance of my move date, and the website says my reservation is guaranteed, then I expect a 26 foot truck to be waiting for me when I arrive. Instead I was told by tech support through the mobile app that there was no 26 foot truck set up for 24/7 pickup and that I would need to either go to another location or take a 10 foot truck. The tech was very helpful, but this situation should never have happened in the first place. So instead of making one trip with a 26 foot truck, I had to make three trips with a 10 foot truck, thereby tripling my mileage charge. At 79 cents a mile, that adds up quickly! Not to mention the added hassle and the fact that the ten foot trucks don't have loading ramps, which my truck was supposed to have.
James C. on
The only complaint I have is that I ordered the truck from Deerfield (which was much closer to me) but had to go all the way to Madison and drive back to my location!! That was inconvenient but the rest of the deal was ok.
marty G. on
Friendly fast service
Kristin B. on
n/a
Nicholas B. on
The nicest manager at this location. We were able to pick the truck up a day early. Smooth process.
Henry N. on
Wayne was very patient and helpful on a busy weekend. He took his time to make sure all of our questions were answered.
Frederick G. on
Great Service!!!
Bob C. on
Service was friendly courteous and efficient!
SCOTT G. on
The truck I rented leaked rain water into it from the leaking roof and ruined my $1000 mattress.
JEFF O. on
The people that work there are very helpful and efficient.
Nadine J. on
Very friendly and helpful. Will recommend to anyone who is moving from madison area
Jeffrey E. on
Everything was great
Anika P. on
The uhaul place was busy, but it was clean, well laid out, and the storage rental process was seamless. The indoor storage is clean and very easy to get into.
Amber W. on
I was serviced by Wayne, on 2/2/2019. He was very knowledgable, calm, & kind about his trade in the storage/packing/moving vicinities. He went out of his way to walk us back to our storage unit. Thank
Kelly R. on
Everything was great!
JAMIE T. on
I was very happy with the safety and dryness of the unit.
JESSICA R. on
Great experience, helpful staff!
Daren N. on
Didnt help me when it was time to pay my bill. Also kept lying to me about my storage had a lien on it and made it too far behind to pay it. Now that they moved me out I lost everything's documents
Janis O. on
Thankyou you very much for being understanding, courteous, & Helpful.If I need to Rent Again It Will Definitely be U haul
Renee M. on
I couldn't find my reservation after booking it and needed to cancel it! I am new to Wisconsin and wouldn't find the location I reserved to call either. I never got a confirmation email or text.
Bubacarr C. on
I was directed to go to 710 Cottage Grove Rd where there was no one in attendance to check me in. The truck i reserved wasn't there, the equipment and moving materials are orders where not there.
Andrew S. on
Facilities were nice. Loved the air conditioning. Staff was great, especially Wayne.
Ron D. on
Didnt give me any information about gate or yellow pole. Did not tell me I would need a lock for my unit.
Shoshannah E. on
This storage reservation was a complete waste of time. There were no units available when we arrived to move in. We had to scramble to find a unit elsewhere. Terrible experience overall.
DELBERT P. on
I have always been treated like a VIP at this location both by management and the great employees.
Essie J. on
The gate was easy to let people follow thru