I chose U-Haul because their marketing and app create the impression that moving is simple, flexible, and customer-focused. By the end of this experience, nearly every major component of my reservation had been changed, canceled, or disrupted. The truck size was changed. The pickup location was changed. The moving supply order was canceled. The movers booked through the U-Haul app canceled at the last minute. The drop-off location was changed. At every stage, the burden of adapting fell on me, the customer. The most disappointing part is that U-Haul presents itself as a company that makes moving easier. My experience was the exact opposite. Instead of reducing stress, U-Haul added to it at every turn. When someone is moving an elderly parent across the state, reliability matters. U-Haul proved to be anything but reliable. The problems began before moving day. I reserved a 15-foot box truck, only to be notified the day before my move that U-Haul had changed my reservation to a 26-foot truck and moved my pickup location farther away. I understand that inventory issues can happen, but changing both the truck and the location less than 24 hours before a move is hardly the reliable service customers are led to expect. Trying to be proactive, I called the new pickup location twice to confirm my after-hours pickup. Two different employees told me they didn't know whether they could accommodate it. The only bright spot in my entire experience was a UHaul customer service representative named Liz, who immediately understood the issue and got me an answer within minutes. She was the only person who seemed interested in actually solving a problem. Unfortunately, things only got worse. When we picked up the truck, it shook so violently that it felt unsafe to drive. We contacted roadside assistance because we genuinely believed there was something wrong with the vehicle. We were told that large empty trucks sometimes shake until they are loaded. It was hardly reassuring when we were trying to begin a long-distance move. What was especially frustrating was the disconnect between U-Haul's constant marketing messages and its inability to deliver the services I had already purchased. After changing my truck and pickup location, U-Haul somehow found time to send messages asking whether I would help them out by towing one of their trailers for $50. I also received multiple messages encouraging me to purchase moving supplies, so I ordered two wardrobe boxes and paid for delivery. That order was subsequently canceled by U-Haul as well. The most damaging failure involved the movers I hired through the U-Haul app. I selected movers with positive reviews and confirmed the reservation both when I booked and again the day before the move. On moving day, they were 30 minutes late. When I called, I was told they were running behind. Ten minutes later, they canceled entirely via text message. Just like that, we were left without any loading help during a move involving an elderly parent. Then, as we were driving across the state, U-Haul informed us that our drop-off location had been changed to one farther away from our destination. Aside from Liz in customer service, who was genuinely helpful, this was one of the worst customer service/consumer experiences I have ever encountered. Based on this experience, I would never recommend U-Haul to friends, family, or anyone planning a move. They seem to have no understanding of their customer needs during a move or their industry as a whole. There are too many moving parts in an already stressful process to trust a company that repeatedly changes reservations, cancels services, and leaves customers scrambling to solve problems they did not create.
Melissa F
Racing And Motor Performance LLC
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Shelocta, PA 15774
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Key was not in the lock box. Location was closed. When knocking on the door, heard a dog. Was on the phone with Uhaul for almost an hour. Finally the guy must of woke up and came to the door. Truck was dirty and sounded rough. It was a nightmare experience. The rep did call and refunded me $150.
Angela CNot his fault that the uhaul web site was down. It took a very long time. But that's on UHAUL, not on the franchisee.
Jack ZTried to charge higher amount then quoted. They told me there it is and did not offer to hook up trailer to my truck, which I thought policy from U-Haul was you had to hook up, inspect for safety and take pictures before leaving pickup location. No help whatsoever. If this is the only place to use I will never use U-Haul.
THOMAS NChecking in early via the app worked perfect, pickup and drop off went super smooth.
John M