I picked up the van the first time Friday morning the 19th and the previous user had hauled a dog in the front. Dog hair in the cab and drool marks all over the passenger window. Returned the van the same day. Rented it again Monday the 22nd and it still had not been cleaned. I realize these are rentals and some people don’t care about what they do to it, but the next client should not have to sit is other people’s filth. The place I picked it up from was nice and the agent was polite and very professional. On another note I had reserved a dolly and cart. When I showed up I was informed they did not have any. I was going to have to go to another place to get them. Would have appreciated a prior warning if they did not have, or maybe they could have gone and got them for us.
Chas D
Kwik Kar on University
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Fort Worth, TX 76107
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- 4.5 Average Customer Rating
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I recently had a very disappointing experience renting a cargo van from this U-Haul location. While I understand that technical issues can happen, what stood out was the lack of customer service and empathy from the manager JB or JD, I do not recall his name properly. Our pickup was scheduled for 10am on Saturday. I called ahead to say I would be slightly late, and he assured me it wouldn’t be an issue, mentioning that the system was very slow anyway. While I understand that system outages are beyond individual control, the way the situation was handled afterward was frustrating. I had traveled from Houston to Fort Worth to help my daughter move, with an elevator reserved and a tight timeline to empty her apartment. I called multiple times throughout the day to check on the system status, and each time I had to wait while the manager went to check—there was no proactive communication or follow-up. When I finally contacted U-Haul directly around 2pm, they informed me the system was back. However, when I returned to the location, at 3pm, the manager still seemed unwilling to help and said he didn’t think he would be able to process the rental because the system was very slow — even though it eventually only took about 10 minutes once I asked him to try anyway. To make matters worse, even though we had reserved a dolly, he said none were available, forcing us to move everything by hand. He did not bother to remove the dolly from the invoice. Again, I understand the technical difficulties, but the lack of effort, communication, and empathy made the experience far worse than it needed to be. It felt like assisting U-Haul customers was not a priority and that he was doing a favor. Unfortunately, this kind of service can drive customers away. In the end, I only received the van around 3pm instead of 10:00am. As a result, I was unable to complete the move on Saturday, had to spend an additional night in Fort Worth, and missed half a day of work on Monday. Very disappointing!
Ricardo DQuick service and friendly
MIKE ENo UHAUL sign, Would not check in truck. Manager said they are busy changing oil on cars and other auto repair services
PHILLIP GAdd instructions to park on the street. The workers didn’t want the U-Haul in the back parking lot.
Nicholas G