I was very upset and frustrated with my U-haul experience this past weekend. I reserved a 15 ft truck at the Maple Shade location on 10/23/26. This location is 5 minutes from my old apartment, thus making it a convenient location from which to pick up the truck. My move was scheduled on 10/31/26. On 10/29/26, I received a call in regards to my reservation of the 15 ft truck on 10/31/26. I was unable to respond to this call until the next day, 10/30/26, as I was working during that time. I was informed that there would be no 15 ft trucks, or any other comparable trucks at the Maple Shade location on 10/31/26. I was offered a 15 ft truck at the Sicklerville location and a 26 ft truck at the Woodstown location. Sicklerville is 45 mins from my apartment, and Woodstown is 1 hour from my apartment. This was incredibly frustrating and inconvenient because it would add a significant amount of time and stress to a already long and stressful day. However, because this phone conversation occurred less than 24 hrs before my move, I had no other option than to accept the truck at the Sicklerville location. When I asked if the moving supplies (2 dozen furniture blankets) that I had paid for would be in the truck in Sicklerville, I was told that they would not be. This was unacceptable as I had made the reservation 8 days before my move, had paid for the supplies, and was being forced to drive extra time and distance to pick up a different truck. I requested that moving blankets be sent to the Sicklerville location before I picked up the truck at 8 am on 10/31/26. I was told by the customer service representative on the phone that the moving supplies (2 dozen furniture blankets) would be taken to the Sicklerville location and put in the truck before I picked it up. I was told that I could call back later in the day on 10/30/26 to see if there were an new trucks available at the Maple Shade location or at any closer locations. I attempted to call back at 4 pm and 7 pm on 10/30/26, but both times I was on hold for over 30 mins. I was unable to stay on the phone for an extended period of time to reach a representative because I had many tasks to prepare for the move the next day. On 10/31/26, I had to drive an extra 1.5 hours to get the truck from Sicklerville before I started a day long move to a different state. Additionally, I would drive more miles on the truck than I additionally planned, thus increasing my cost in miles and gas. When I arrived to pick up the truck at the Sicklerville location, the moving supplies (2 dozen furniture blankets) were not in the truck. I called Customer service, and requested that the Maple Shade location provide the moving supplies that were missing and that had not been put in the truck like I had been told. My wife then had to drive to the Maple Shade location to pick up the furniture blankets. I am very disappointed with my experience as it caused much unnecessary stress and frustration, as well as additional financial cost in miles driven and gas money. I feel that I need to be adequately compensated for such a poor experience, and I am requesting a complete refund of the cost paid for this rental. I plan to contact U-Haul by phone later this week, when my work schedule allows.
Patrick M
Grand Storage
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkMice dropping and piss stains all over everything n my furniture stunk had to get rid of it couldt allow my grands hop play or sleep on them wish I would've put a claim in with the ins buti already clos3d out my acct
Chantell WThe drop off manager on site was great. He credited the charge for the hand truck that I was not given initially and not giving credit for when I called in through customer service.
Jeffrey BThere was not a lot of parking to leave the vehicle and there was no one at the property. However, the location was convenient and I had no problems dropping off my U-Haul truck.
Kathleen MFiring humans to save money and forcing your customers to stand out in the weather using an app to go through everything required to unlock a key for the truck...I guess sounded like a good idea to someone? After spending several minutes with the app (not human error; that's just how long it takes to go through this process no one would know they had to go through), I got to the step where it takes my payment. After that, the app freaked out and I had to restart it. When I did, it was at the step where I'd be returning the truck. It skipped over the part where I actually GET the truck. So, then I had to stand out in the weather calling people on the phone. Two different people. So, in summary: Your customer is standing outside, pissed off about standing outside, having to unexpectedly deal with your technology (that fails), and then has to deal with TWO employees. All of that because you fired ONE employee to save money. Congrats on your business acumen. And for reminding me that U-Haul isn't the only game in town. I will certainly not be using your company again.
Danny V