I had a very disappointing experience with U-Haul. I reserved a moving truck online for 6 hours, from 6:00 a.m. to 12:00 p.m. on a Sunday. I arrived at the pickup location at 6:05 a.m., only to find that the store was closed and would not open until 1:00 p.m. The biggest problem was that there were no instructions in my confirmation email or text message explaining how to access the key from the lock box. I called U-Haul customer service several times, but each time I was told the estimated wait time was between one and two hours. One representative told me to download the U-Haul app because it would show me how to get the key. I downloaded the app, signed in, and completed everything, but there were still no instructions. I called again and was given another phone number to contact, but that line also had an estimated wait time of about an hour. Finally, I drove to another U-Haul location to ask for help there was long lines. Finally One employee he told me to send a message through the U-Haul app. After I did that, after couple chats they finally sent me a video showing how to remove the key from the lock box. By the time I received the key, it was 11:10a.m. I had spent nearly five hours trying to get access to the truck on a very hot day. My friends had arrived at my house at 6:00 a.m. to help me move, and they ended up wasting their entire morning waiting because I couldn’t get the truck. This experience wasted my time, my friends’ time, and caused a great deal of frustration. I don’t understand why U-Haul doesn’t automatically send clear pickup instructions or the key access video by email or text after an online reservation is confirmed. That simple step could have prevented all of these problems. I am extremely disappointed with this experience and hope U-Haul improves its communication and customer support so this doesn’t happen to anyone else. If you’d like, I can also make it shorter for a Google review or stronger as a request for a refund or compensation.
Jamyang P
GS Ski Tunes
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Madison, WI 53719
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- 4.0 Average Customer Rating
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kind of a difficult place to find
Gary JGreat service, easy to rent and drop off with a high quality vehicle.
CHRISTOPHER HThe vehicle was supposed to be at Verona road location. We traveled 2.5 hours to pick it up only to be told it was at a different location. We get there and it’s closed!! Had to wait for man to arrive and then his Stone Age computer took forever to come up. We were set back 1.5 hours!!! We were moving my elderly aunt to a new assisted living facility in central WI and this delay really threw a huge wrench into the transfer of property and her leaving the old facility once it was cleared out. Then today I receive a call asking where the truck was and I said it was returned on the same day in central Wisconsin like I had arranged. I have never heard of having a reservation at one location only to be sent somewhere else. Complete bullshit and I will never use u haul again. Neither will the extended family. It really inconvenienced a lot of people. , including the staff at the new facility at the start of a holiday weekend. Zero stars.
Julie TThe pickup process is invasive, and lengthy, and put be behind by 40 minutes on the day that I had reserved the truck. In no world should it be acceptable for U-haul to require me to give personal information for a friend or family member, so that they can ask them to confirm personal data on me. Not only did their process put me behind by a fair bit, but I also got whacked with a secondary rental charge the doubled the cost I was given during the initial reservation. I understand variations in fuel and mileage alter the final cost, but seeing my total rental cost leap from ~$70, to over $140 is absolutely unreal! Especially when the reps on the phone make it unclear as to where the additional charges are even coming from; I was basically told “the numbers on the receipt add up to what you’re being charged” If you’ve had good experiences with U-Haul, that’s great! However, this experience has ensured that I’ll be using alternatives from now on, and will encourage others to do the same.
Robert K