This was, without question, the worst customer service experience I have ever had with U-Haul. This location is less than two miles from my home, but I would gladly drive significantly farther and pay more to avoid ever doing business with this location again. My primary concern is the owner’s conduct—not only toward me as a customer, but toward her own employee. Her behavior was hostile, demeaning, and completely inappropriate for someone representing the U-Haul brand. When I arrived, the employee assisting me was attempting to locate the owner. I overheard the owner loudly discussing how she intentionally hides her vehicle so the employee cannot tell whether she is at work. He eventually called her, and when I was handed the phone to explain why I was there, she immediately and aggressively yelled, “What’s the problem?” I explained that there was no problem—I was simply there to pick up my reserved U-Haul. When she finally came out, she was throwing items around while on her personal cell phone and speaking negatively about her employee in front of me. The way she spoke to and about him was so degrading and uncomfortable to witness that I actually began speaking to him in Spanish simply to offer him some kindness and reassurance. No employee should be treated that way, particularly in front of customers. The customer service experience was equally unacceptable. After asking for my name and ID and pulling up my reservation, she rudely stated, “You’re late.” I acknowledged that I was aware and explained that I had attempted to call the location, but my calls were either disconnected or rang without being answered. She offered no response or assistance—she simply scoffed and continued typing. She eventually handed me the keys without reviewing the rental agreement, vehicle condition, return procedures, or any other pertinent information. I had to specifically ask when the vehicle needed to be returned. She told me 5:30 p.m. and made it very clear that if I returned it after 5:30, she would charge me for an additional rental day. After leaving, I reviewed my actual U-Haul contract and discovered that my documented return time was 6:30 p.m.—not 5:30 p.m. The location apparently closed around 5:00–5:30 p.m., which raises a serious concern that I was given an inaccurate return deadline for the convenience of the location rather than in accordance with my rental agreement. Customers should be able to rely on the information provided by an authorized U-Haul representative, especially when additional charges are being threatened. The condition of the vehicle was also unacceptable. The interior was filthy, with food crumbs throughout the truck and what appeared to be melted or dried food embedded in the center console. The vehicle clearly had not been properly cleaned or inspected before being rented to the next customer. Despite my contract stating 6:30 p.m., I returned the vehicle at approximately 5:40 p.m. because I simply did not want another confrontation with the owner. As I arrived, she was closing the shop, which was not an issue. However, the U-Haul app was not working properly for me, and I could not access the return instructions. I asked her for help. Rather than assisting me, she pointed at the key drop box and walked away while continuing her personal phone conversation. This was not simply an instance of “poor customer service.” It was a complete breakdown in professionalism, customer care, employee treatment, vehicle readiness, and adherence to the rental information provided in my contract. I strongly encourage U-Haul corporate leadership to review this location and its operator. An authorized dealer or franchise location is still representing the U-Haul name, and customers reasonably associate the conduct they experience there with the U-Haul brand. The behavior I witnessed creates an unnecessary reputational risk for the company and does not reflect the level of professionalism I would expect from a national organization. I would also encourage U-Haul to review the discrepancy between the 5:30 p.m. return deadline I was verbally given—with the explicit threat of an additional day’s charge—and the 6:30 p.m. return time documented in my contract. I will not rent from this location again, regardless of its proximity or price. I hope U-Haul takes this complaint seriously, reviews the management and operating practices at this location, and determines whether this operator should continue representing the U-Haul brand.
Alyssa S
Short Stop Upholstery
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkThis is my first time renting with U-Haul. Pick-up was a horrible experience. The mobile check in took way too long, and the location owner was very unwelcoming. After having a hard time with checking in on my phone. the location owner finally asked if i needed help she then spent time on the phone while checking me in. i was not sure if she was asking me questions or talking to whomever was on the phone. this was very unprofessional. The lack of customer service provided during the check in process is the main reason I will not consider renting from U-Haul again. Thanks!
Maya HGreat customer service!!
Joy GShe made it very easy to rent the vehicle, also the vehicles was very well maintained. I will be going here again.
Ramona LPoor customer service. The inside looked like a junkyard and the branch manager/owner had a very nasty attitude for no reason. My interaction with her resulted a very poor experience that i would not want to repeat. I would not recommend using this location.
DEONTE D