Used the website with my account log in (as I’ve used U-Haul many times in the past) to make the reservation for a 26’ truck on 3/7/26, 8am pick up at 1155 E Pershing Rd, Decatur, IL 62526, which was super-convenient as I was moving to a home only two miles from there! I added the Safe Move and the Safe Trip add-ons at additional cost. I had hired moving help paid in advance for 10:00am – 12:00pm, so it was critical that I get the truck at the time I reserved. At 7:29am I received a call from a rep at that location that the former renters still hadn’t returned the 26’ truck that I reserved. I appreciated the call from that rep, saving me from finding out this info in person, and she moved my reservation to 864 N Main St, Decatur, IL 62521, quite a bit further away and in a sketchy part of town--I had to leave my car at the location and had a lot of apprehension in doing so. Kudos to the guy inside the tiny office of 864 N Main St, as he couldn’t get the U-Haul reservation information to come up on his system and therefore I couldn’t take the truck right away. I was there in person with him for almost 45 minutes—setting me very behind in meeting the hired movers. Q at the 864 N Main St location was very courteous and patient—his technology wouldn’t work. This is NOT on him. After multiple attempts, I was finally able to get my smartphone app to work and was able to use the mobile check out steps to get the truck rented. The moving help I hired and paid for in advance had to leave at 12:00pm, so I only was able to utilize their help for one full hour, without a refund on the money I paid them! U-Haul cost me about $300 as I didn’t have the help I paid for because of the time it took to get the truck rented! This is the second time in the course of two weeks that U-Haul has not provided the reservation details I made online. I remember seeing a promise that my reservation is confirmed, however twice during my two-stage move there were issues with the location I preferred to use and which I secured as a pick-up location. Using U-Haul cost me money I can’t get back with the moving help. I will think twice before using U-Haul again or recommending that anyone else uses them.
LAURA S
Indoor Storage Shed Inc
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Decatur, IL 62521
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Dave is awesome
AMBER JWould have given an excellent rating but u-hauls web site was down
Jason BNone
JEREMY GNo one was there to go over the vehicle with you. When i called to talk they were extremely rude and not professional at all
Michael H