Upon contacting the Maricopa location at 44301 Maricopa–Casa Grande Highway, my call was routed to the call center due to the store being busy. I explained that I needed a trailer to haul a side‑by‑side/UTV and provided the length and width. The representative advised that a 6x10 trailer would be sufficient. I reserved the trailer and picked it up that afternoon. When attempting to load the vehicle, I discovered that the trailer’s gate opening was narrower than the trailer itself, making it impossible to load. I then called the Mesa U‑Haul at 6217 E. Main Street, explained the situation, and asked whether I could return the trailer there and pick up one that would accommodate the vehicle. The gentleman at the location transferred me back to the call center. When speaking with Shaniqua at the call center, I was informed that I could not return the trailer to the Mesa location and that doing so would result in triple charges. Since I had made the initial reservation, my husband called the Mesa location and reserved a toy hauler. He received a text with a pickup location; however, he was also told that the smaller trailer could not be dropped off in Mesa. Upon arriving at the location provided in the text, we found it closed. I called the original Mesa location (6217 E. Main Street) and was told the reservation was actually under their location, not the one listed in the text. I spoke with Guiness, who was extremely pleasant and helpful. Upon arrival, she listened to our situation and went above and beyond to assist us. She was able to secure approval for us to return the smaller trailer at her location, and we were able to return the toy hauler back in Maricopa. Guiness was exceptional—she exemplifies what customer service should be. Her professionalism, empathy, and willingness to resolve the issue were outstanding. I will be calling the store to ensure her manager is aware of the excellent service she provided. As for the call center and other locations involved, I am genuinely disappointed by the lack of communication, the conflicting information, and the unwillingness to assist. The contrast between those interactions and the service provided by Guiness was stark!
Mary J
Stage Stop
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkThe running lights on the trailer didn’t work. When they hooked it up they mentioned that a pin was missing but it was fine. It wasn’t till driving back at night that the police officer who pulled me over let us know there was a problem. We were told we would receive a refund and that hasn’t happened.
Lisa DThis location is amazing fast and friendly service. Trucks run well and in great condition. I recommend this Uhaul location. ⭐️⭐️⭐️⭐️⭐️
RONDELLE JWhen there is less gas in the truck then what’s the paper said and I filled it to the same amount and they charged me more I have pictures to prove that the gas is at the same level and they still charged me for the gas I don’t recommend this place
Tyler MIf your gonna charge $139.99 for a U-Haul that at check out says $64.99 you should let the customer know or at least answer the phone so I can ask questions on what I was charged for
KIERA S