I had a very disappointing experience with U-Haul during my relocation from Richmond, VA, to Knoxville, TN. I reserved a 26-foot truck and was scheduled to pick it up at 12:00 PM. Based on that reservation, I hired movers to help load the truck at 1:00 PM. U-Haul told me someone would call to confirm the pickup location, but no one ever did. I had to call myself, only to be told that the only available 26-foot truck was at a location 25 minutes away instead of the location just 5 minutes from my home. When I arrived, I was told their system was down. I waited for an hour and a half, only to be sent home and told they would call me later. After returning home, I spent another 30 minutes waiting on the phone for customer service. I explained that I had no choice but to move that day and had already missed my movers because of the delay. Customer service informed me that this was the only available truck in Richmond. I asked them to contact the location directly and help them complete the rental process. The entire situation was a nightmare. I had scheduled my move, hired movers, and coordinated everything around the pickup time U-Haul provided. The delays and lack of communication caused significant stress and disrupted my relocation plans. Eventually, U-Haul called and told me to return to the location because they could finally release the truck. By that point, I had already lost valuable time and money. To make matters worse, the same truck that was around $750 in April jumped to over $2,000 when I reserved it in May, which seemed unreasonable. Overall, this was one of the most frustrating moving experiences I have ever had. Poor communication, system issues, long wait times, and the impact on my carefully planned move made me regret choosing U-Haul for this relocation.
Yahya F
Air Park Mini Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Ashland, VA 23005
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Customer Reviews
- 4.5 Average Customer Rating
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Having someone onsite would have been helpful. The U-Hauls were not easily accessible. They were parked a roughly a quarter mile from the office. Those two factors turned what should have been a seemless process into a logistical nightmare.
James OFriendly, helpful, patience staff. I lost my husband 2 weeks ago to a heart attack & had to clean out a storage unit. I had trouble getting in the truck & they help with step stool to get in truck. Thank you for hiring wonderful staff.
Janet JOnly issue was the Uhaul system. It was not allowing them to find drop off locations in CHestertown Maryland. The individuals at the location were very helpful and found a solution that worked.
LOURON FFriendly and very helpful staff. Easy rental.
NOLI M