They need a way to process in-person pick ups. It took me over 2 hours to get this done because they don't have a way to capture photos of IDs to submit to U-Haul because U-Haul requires online submissions, so in-person pickups as an available option is really a lie. You can only pick up online. U-Haul's interface is a nightmare. Even to reserve, there are five separate pages of advertisements to skip. U-Haul requires potential customers to have a phone and memory on the customer's phone to burrow into and inhabit. During troubleshooting, U-Haul suggested restarting the phone in recovery mode. I don't know what they thought it would do, but it gave me an icon of an Android laying supine with it's stomach open and a triangle with an exclamation mark emerging from the opening. I had to restart the phone the regular way to do anything. Drop off was much easier, but if a 10' U-Haul has a 31-gallon capacity, they definitely overcharged me for the fuel. They charged me for 5 gallons instead of 2 gallons. 5 gallons would be roughly 1/6th of the tank. I only spent, at most, 1/16th of the tank, according to my photos. So much for all the fuel-efficiency advertisements for the vehicle. The staff were as nice as they could be, given the circumstances. They had just as much endurance for that marathon as I did. I definitely offered to cancel the reservation when I realized that U-Haul's technology was going to be a huge impediment to this process. There are so many programmers looking for work right now, it's not like U-Haul or any of these other big companies with bad websites has to settle for broken tech. 5 stars for the staff, especially at Not Just Antiques. 4 stars for the staff at U-Haul's customer service and trucks departments. 0 stars for U-Haul overall. Really just a ridiculous experience to have had. And now this thing tells me it won't accept my written review because it requires me to fill out the three radials. The frustration never ends, even while writing a review. Honestly U-Haul. Reinvest some of that money into your customer experience. I should be able to free-write without checking your boxes if I think your boxes are inappropriate -- and in this case, they are.
Janning C
Not Just Antiques
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Bothell, WA 98011
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 4.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Please see my reply note comments. I would like to say that your indicated amount of gas in the receipt was lower than what the gauge seemed to show in the truck and I would have added a bit more if that would have matched, Not a big deal but I am used to seeing rentals that are rented with a full tank and then would be merely filled to full before returned.
Dennis AA reservation was created for a 3:00 pickup on 4/18/26 (Sat.), return 4/19/26 (Sun.) for a 10 foot truck made with Not Just Antiques (NJA) in Bothell, WA. The hours of business at this location are 11 AM to 6 PM Monday through Saturday. The U-Haul regional office called Saturday morning to say that the truck dispositioned for our use was damaged, could not be rented, and that a reservation for another truck at 5 PM had been created. We were there at 5:15 PM to pick up the truck and was told by staff at NJA to call the manager. When we did we learned that she was next door (possibly at the Passion Tequila restaurant) but refused to return to NJA to give the key, saying that she had cancelled the reservation because she didn’t have a truck. It was readily apparent the manager was at a noisy restaurant or bar making it very difficult to conduct the business at hand over the phone. We had to go through the information entry process of making a reservation all over again for a bigger truck at a higher price. The truck was dirty with unknown particulate and other items in the cab and in the box. It wasn’t the truck that we supposed to have. It was harder for us to use due to a higher deck height, higher cab height, and used more fuel than the truck that we had made the initial reservation for. Through all of the dealings with the manager her voice inflection and manner was argumentative and flippant. She also tried to charge us for fuel that we had already replaced.
Phillip SI don’t think it’s fair that if we put more gas in the tank than it had when we picked it up, we should be able to have the difference deducted from the charges. If we bring the truck back with less gas, then we get charged the difference. What gives? Also, the lady at the drop-off location doesn't have the best customer service. She was startled when I asked her the question about the difference in overfilling the gas tank.
Cihan DManager very nice and efficient
DEBRA S