I was informed at the time of reservation that I would be notified in advance if any of the equipment I requested was unavailable. Unfortunately, that did not happen. When I arrived to pick up my truck, I was told the six dozen moving blankets I reserved were not available. This left me scrambling at the last minute to find expensive alternatives. The only response I received was an apology for the inconvenience. The truck itself was dirty, and throughout our drive the ABS and AdvanceTrac warning lights remained on, which was concerning. I was later contacted and informed that my drop-off location had been changed because the original location was full. The new location had shorter hours on my drop-off day, but I was assured that after-hours drop-off would not be an issue. When I arrived after hours, there was no parking space large enough for the 26-foot truck. I contacted customer service to confirm I would not be penalized for parking across two regular spaces and a handicap space, as it was the only way the truck would fit. They could not approve this and instead suggested I drive to another location. I explained that we were on our way to the airport and could not accommodate that request. I ultimately left the truck as parked. Thankfully, when I contacted the location the next day, they confirmed it was fine. I also hired moving help through U-Haul, which turned out to be chaotic. The movers’ voicemail was full, and they did not return my call until the day before the move. When I reached out to U-Haul for assistance, the only solution offered was to cancel and rebook with a different mover at a higher price. Adding to the frustration, on the day I picked up my reserved truck, I was offered a $30 credit if I would tow an additional trailer behind it. This felt inappropriate given that key items from my reservation were unavailable, and the additional fuel costs alone would have exceeded the credit offered. The booking process itself was excellent and very helpful. However, my experience from pickup through return was extremely disappointing and stressful.
AMBER A
Storagemax Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Round Rock, TX 78664
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.
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Customer Reviews
- 4.5 Average Customer Rating
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JESUS JJust keep on keeping on
Shannon Phad a great experience
David SMy experience was horrible. They were extremely unorganized, we walked all along the premises before finding out what we needed to do, our truck was behind a gate for some reason instead of being out like the other trucks. A man passed in a golf cart and I asked him where we need to get a key. He looked confused so I told him my truck number, he hands me two keys and says these are the only two keys I have. Neither of them are the keys to our truck. We ride to the shop in the golf cart and the front desk man looks extremely confused to see that we have a reservation. I had previously reserved a dolly and two blankets. Had to separately ask for those, since I paid for them. Golf cart guy didn’t know what a dolly was so he brought out the wrong thing. Then they said they were out of Dollies, so they gave me the shop dolly…..? It felt like absolutely no one knew what they were doing or which way was up. This experience greatly tarnished my outlook on U-haul and I will most certainly be exploring other truck services when we move again.
Eric B