I returned the truck 1.5 days early with a genuine half tank of gas, even though it was below half when U-Haul gave it to me. A full day later, they called asking when I planned to return it. Apparently renting from U-Haul now means doing the inspection, checkout, mileage verification, fuel verification, check-in, and return processing yourself. Better own a smartphone, keep it charged, and be ready to work an unpaid shift for U-Haul, because God forbid this corporation employ enough people to operate its own business. I’ve used U-Haul before without major problems. Things have clearly changed. What remains is an app, a call center, and condescending “managers” who hide behind fine print because honesty, humility, and a basic apology apparently cost too much overhead. The people working at the actual stores were great. They seem like decent humans stuck apologizing for a corporate machine they did not build, and judging by U-Haul’s own filings, the company’s median employee makes about $29,000 a year. Meanwhile, the Shoen family maintains controlling ownership of the company. Joe Shoen’s reported compensation is a conveniently “modest” million dollars or so, but salary is only part of the picture when you beneficially own tens of millions of shares in a family-controlled corporation that pays dividends on its nonvoting stock. That is the beauty of the arrangement: keep the executive salary looking restrained, keep labor and customer-service overhead lean, move more of the work onto customers and underpaid store employees, then enjoy the dividends and long-term value of the stock. I cannot prove that every miserable customer interaction is designed to squeeze another nickel into the family portfolio. I can only say that the system works remarkably well in that direction. Customers reserve trucks that may not exist, drive hours to retrieve equipment they did not order, document the company’s fuel and mileage errors, perform their own check-in and checkout, and then get scolded by a call-center manager when the company loses track of its own truck. The local employees do the apologizing. The customers do the administrative work. The family keeps control of the stock. Billionaires really are incredible innovators. They figured out how to make the customer both the product and the unpaid employee. *Not trying to discredit these small businesses which are maybe locally owned but I will never recommend UHAUL to anyone ever again.
Alan R
Werks Auto & Diesel Repair LLC
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Gypsum, CO 81637
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Wanted to pick up truck in hometown of Glenwood Springs but was directed to Gypsum. Not understanding as there were several trucks in Glenwood as there has been for weeks yet nothing available on dates we needed???
michael s$1800 10’ box truck, one way rental for a 7,5 hr drive - I completed in a day! Mandatory 4 day rental that was billed regardless of when it was returned. Uhaul in general would get a 1 star with accessibility and cost!
Lori CWell, they closed earlier on Saturday so I was trying to call them before they closed and no one answered or got back to me and I had to do a contactless drop with the vehicle, but that’s OK
Jerry Lthe truck was great the person we dealt with appeared to be too busy and just wanting to get rid of us not interested in our needs or questions in the past they would show you how everything wrks . he just point out where truck was he seemed annoyed to have to deal w us no blankets the truck was clean and everything in wrking condition
maricarmen t