I recently had a very disappointing experience renting a cargo van from this U-Haul location. While I understand that technical issues can happen, what stood out was the lack of customer service and empathy from the manager JB or JD, I do not recall his name properly. Our pickup was scheduled for 10am on Saturday. I called ahead to say I would be slightly late, and he assured me it wouldn’t be an issue, mentioning that the system was very slow anyway. While I understand that system outages are beyond individual control, the way the situation was handled afterward was frustrating. I had traveled from Houston to Fort Worth to help my daughter move, with an elevator reserved and a tight timeline to empty her apartment. I called multiple times throughout the day to check on the system status, and each time I had to wait while the manager went to check—there was no proactive communication or follow-up. When I finally contacted U-Haul directly around 2pm, they informed me the system was back. However, when I returned to the location, at 3pm, the manager still seemed unwilling to help and said he didn’t think he would be able to process the rental because the system was very slow — even though it eventually only took about 10 minutes once I asked him to try anyway. To make matters worse, even though we had reserved a dolly, he said none were available, forcing us to move everything by hand. He did not bother to remove the dolly from the invoice. Again, I understand the technical difficulties, but the lack of effort, communication, and empathy made the experience far worse than it needed to be. It felt like assisting U-Haul customers was not a priority and that he was doing a favor. Unfortunately, this kind of service can drive customers away. In the end, I only received the van around 3pm instead of 10:00am. As a result, I was unable to complete the move on Saturday, had to spend an additional night in Fort Worth, and missed half a day of work on Monday. Very disappointing!
Ricardo D
Kwik Kar on University
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Fort Worth, TX 76107
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
- 4.5 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Quick service and friendly
MIKE ENo UHAUL sign, Would not check in truck. Manager said they are busy changing oil on cars and other auto repair services
PHILLIP GAdd instructions to park on the street. The workers didn’t want the U-Haul in the back parking lot.
Nicholas GI don't know
Nancy C