I booked my U-Haul move online approximately three weeks in advance, and I have to say the website itself was fantastic. I was able to arrange everything I needed in one place: the truck, moving equipment and packing supplies, movers, and even the storage facility I would be using at my destination. I was selling my home in Phoenix and moving my furniture back to Toronto, and having one platform to coordinate everything made what could have been a complicated move feel very manageable. Unfortunately, the execution did not flow nearly as smoothly as the booking process. The day before my reservation, U-Haul customer service called and asked if I would be willing to change my pickup location, offering me a discount for the inconvenience. The first alternative was farther away and didn’t work with my schedule. Once I explained my plans, the representative was helpful in finding another location between the airport and my original pickup point. She advised that this location would not have the packing supplies I had ordered. Although inconvenient, I reluctantly agreed and planned to stop at Home Depot for the missing supplies. When I arrived in Phoenix and took an Uber to the new pickup location, the address would not map properly. I was initially dropped at the wrong location and had to book a second Uber. I ultimately had to Google the nearest crossroads and manually guide the driver to the dealer. This was frustrating, although I recognize that the mapping issue itself would not have been within U-Haul’s control. The bigger issue came when I arrived. The dealer informed me that he did not have the moving equipment I had reserved. When I asked why I hadn’t been contacted beforehand, he explained that he had notified his regional manager and had been instructed to simply send me to another U-Haul location to pick up the equipment. This was extremely frustrating. I had booked three weeks in advance specifically because I was working against a very tight timeline: flying into Phoenix, picking up the truck and supplies, meeting movers at my house, packing everything, and beginning a multi-day drive to Toronto. This created unnecessary disruption that could easily have been communicated in advance. The truck itself was also quite dirty when I received it and had only half a tank of gas. With limited options, I drove to the additional U-Haul location to get the equipment I needed. The staff there were very helpful, which I appreciated. However, I had to go through the process of ordering everything again, as the items I ordered had been removed from my reservation when they couldn’t accommodate them from the dealer pickup location. To add to the frustration, the discount I had been promised for agreeing to change my pickup location was not honoured. The discount was part of the reason I agreed to accommodate U-Haul’s request in the first place, so after dealing with the additional Uber, multiple U-Haul locations, missing equipment and the extra time involved, it was disappointing to find that the promised adjustment had not been applied. Overall, I think U-Haul has built an excellent booking platform. There were also individual employees along the way who genuinely tried to help. Where the experience fell apart was in the operational handoffs. A reservation made three weeks in advance shouldn’t require a customer to navigate multiple locations, discover missing equipment only after arriving, recreate portions of an order that had already been confirmed, and then have to follow up on a discount that was promised because U-Haul requested the original change. I would use U-Haul again because the overall concept and convenience are excellent, but I hope the company focuses on making the execution behind the reservation as seamless as the online booking experience.
Ashley C
Arco
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Phoenix, AZ 85031
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.
Services at Other U-Haul Locations
Customer Reviews
- 3.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Verified Customer Reviews
Every review is tied to a real U-Haul reservation or contract.
How U-Haul Reviews WorkStore closes at 9pm but Uhaul 24/7 support can answer questions and give direction. It was also very convenient for topping off the fuel level upon return. Thank you!
DONNA MNot maintained at all. No technology worked. Would never use again.
Colin PI requested an in-person pickup. I was switched to this one and was expecting in-person service. The man at the gas station counter said I had to use the mobile app. Then I proceeded to struggle 15-30 minutes unsuccessfully. I had to call the 1-800 number and they explained the app was not going to work because I requested in-person pickup. They called the person at the location, who proceeded to give me the key. We almost missed our appointment with the movers due to this delay. When we got to the apartment, we realized our requested blankets and dollies were not in the truck. I called the 1-800 number and they told me to drop-off location could issue the credit. This was not the case. I called the 1-800 number again, and they issued the credit.
Carlos BThe gas tank was only a quarter full when we picked up the truck. The checkin process didn’t go smoothly either.the location was really sketchy and homeless people were outside the entrance.
Anne P