U-HAUL MOVING & STORAGE OF ODENTON 1480 ANNAPOLIS RD ODENTON, MD 21113 I am extremely disappointed with my recent U-Haul rental experience and feel compelled to share what transpired. On March 26, I received an email confirming my reservation, which stated: “We have a 26' Moving Van reserved for you and guaranteed Friday, 3/27/2026 at 8:00 AM. We are located at 1480 Annapolis Rd.” That same day, I also received a phone call confirming this reservation, which gave me confidence that everything was set. However, when I arrived promptly at 8:00 AM on March 27, I was told that no 26' Moving Van was available because the previous renter had not returned it. To make matters worse, the two dollies I had ordered were also unavailable. At that point, I was instructed to call the regional office, where I was redirected to another location: Odenton Exxon 1318 Annapolis Rd Odenton, MD 21113 While all of this was happening, I had already hired three movers, scheduled from 8:30–10:30 AM, based on the guaranteed reservation. I arrived at the Odenton Exxon around 9:00 AM, attempted to check in online multiple times, and was unsuccessful. I then went inside the store to seek help, but the cashier claimed not to understand me. I returned to my car and called U-Haul again, only to be placed on hold by a representative who never returned to the call after more than ten minutes. After calling back and insisting on speaking with someone at the regional level, I was told to go back into the store. Eventually, a U-Haul representative finally appeared and assisted me. In total, it took over two hours from my original pickup time to finally receive the moving van I was promised. By the time I returned home, my hired movers were only able to assist me for approximately 30 minutes, resulting in significant wasted time and money. In total, I paid $3,364.47 for this rental, in addition to out-of-pocket costs for movers who were largely unable to work due to U-Haul’s failure to honor its guaranteed reservation. This experience was incredibly frustrating, poorly handled, and unacceptable. I relied on U-Haul’s confirmation and guarantee, and that trust was completely broken. I strongly believe that I should be compensated for the inconvenience, wasted time, and additional expenses caused by this ordeal.
Clare G
Odenton Exxon
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Odenton, MD 21113
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- 4.0 Average Customer Rating
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The trailer was not secured on my vehicle. It came off while driving. I had to pull over and call for assistance. The trailer was swaying and crashed into the back of my car smashing the break lights
Hope SSeamless!
Chris MCustomer service needs improved , stood and waited forever
VERNON CIt would have rated an Excellent, but the issue was - I was trying to call the gas station (host of the U-Haul location) to ask if I could keep the truck another day - there was no answer. The confirmation had an email address for questions - I sent a message by clicking on it and it bounced back. I felt like there was no way to get a hold of anyone if I had a problem, a question...your U-Haul provider should be more accessible and have a number to call (and someone actually answer) if you need to talk to someone. Luckily, I kept the truck; someone from U-Haul (not the host store) called and said it was fine, just charged me an extra day, no worries. Truck was good. Picking and dropping it off went well also. Just think a phone number and access to someone at U-Haul while you have the rental in case anything goes wrong could use some improvement.
KELLY K