Worst U-haul experience. So bad that future rentals with U-haul are doubtful. I had a reservation for a 7 am pick up at a larger U-haul location weeks in advanced of my move. When I went to do an online check in, U-Haul moved my pickup location and moved my pickup time to 9 am. I had to be out of an apartment by noon so I've just lost two hours of move time. When I called to see if I could get truck earlier, U-haul told me the location did not open till 9 am so not able to grab it earlier unless I was to do this whole mobile app process. I was driving at the time and just conceded that it would be really close, but I could make the 9 am pickup work. I show up at the site 15 minutes before the scheduled 9 am pickup and it is a laundry mat with no noticeable office area. I wait till 9 am thinking there would be someone showing up to help me. At 5 minutes after 9 am I call the number for the location at get someone that said the site I'm at is an unmanned location and I would need to do the whole mobile app process to get the truck checked out. Unacceptable that U-haul moves my pickup location from a larger manned location to a remote unmanned location, tells me I cannot pick up truck till 9 am when in all actuality, the unmanned location requires an app to do pickup that I could have started at my original desired pickup time of 7 am. I call U-haul and they confirm I have to use the app to process pickup. I download the app and the U-haul person on the phone tries to assist me with using the app to get the keys. Nothing about the app worked. Would not allow for pictures to be uploaded so could not move to the next step. The U-haul person on the phone assisting me tried to change the app settings from what they were set at to something else and then back again and nothing worked. This went on for probably 15 minutes during which I kept asking is there any other way of doing this and being told no, we have to use the app. Once the U-haul person assisting me arrived at the app is not working, she says lets try the website. I'm like we have a website available to us, why haven't we tried this? The website worked better than the app that did not work at all, but there is nothing about the website that worked the first time tried. Every step had to be done multiple times before it worked allowing me to proceed to the next step that did not work and duplicating tasks that I had already done when I did the online check in the night before. I finally get to the point where I can drive away and I look at the time and it is just a few minutes before 10 am. Again I have to be out of my apartment by noon and it seems U-haul has chewed up most of the morning with just picking up a truck. Truck worked fine and when it came to return the truck, again it required using the app, and the app did not work. The app would not upload pictures and finally said just put the keys in the drop box without the pictures being uploaded. The truck was returned a little after 3 on a Friday. The truck didn't get checked in on Saturday, Sunday or Monday which was a holiday, so on Tuesday I call U-haul and they confirmed the truck hasn't been check in and would get someone over there to do so and I would see an email with an invoice once checked in. The check in did not happen Tuesday or Wednesday so I call U-haul again on Thursday and get some song and dance of the manager is away picking up a truck and no one knows when he will be back to chase over to check the truck in. The truck check in must have happened Friday morning a whole week after the drop off occurred. What a fiasco. If I rent again, it will not be from an unmanned location and if my reservation gets changed to a unmanned location, I will cancel the reservation.Brett R.
McFarland Laundry LLC
(U-Haul Neighborhood Dealer)
One-Way and In-Town® Rentals in Mcfarland, WI 53558
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Had a difficult time checking in - after waiting several minutes I called the location but couldn't get in touch with anyone so I called the direct uhaul number and received the help needed from 2 representatives. They said I was booked for mobile check in and not 24/7... I really thought they were the same thing so I'm still confused on that part. I will be getting a truck from them again tomorrow so I can finish my move. Thank you for having reliable trucks for me to use in a pinch!Tiffany W.
The website to rent these uhauls are a pain. We spent 30 minutes at drop off time trying to return the uhaul and the website kept on crashing. After a full day of moving sitting there for 30 minutes trying to return the truck was incredibly frustrating.Justin S.
Very friendly customer service! I had to call with questions and just a great experience with the person I spoke with.JANEEN L.
Difficulty with checking in to access the lock box. Required several phone calls and wait times. Was notified that I did not have a reservation in spite of my reservation number.Peter S.