When I booked my van (weeks in advance), I requested a specific location that would be the same for pick-up and return (for an 8-hour local move). Immediately after booking online, I was contacted by UHAUL saying they needed to move my location based on availability. It wasn't super convenient because it was across town from my moving location, but it was far enough in advance that it was totally fine. Then, a week goes by, and less than 24 hours prior to my reservation date/time, I get a voicemail saying that they have changed by location for a second time back to my original preferred pick-up/return location — great news, despite having already made arrangements to go across town. Morning of my reservation, I show up to the location about 10 minutes early, wait approximately 20 minutes before one of the three agents could help me (despite being one of two parties at my time of arrival). As soon as I approach the representative, they tell me they've been overbooked and don't have a van for me. I offer to downgrade to a smaller option, and the representative snapped back, "there's nothing for you to downgrade to." So, I wait another 10-15 minutes for him to call the corporate line to figure out an alternative arrangement — which I appreciated. He found me a downgraded option about 15 minutes down the road at a "24/7 location" — the Abbott West Storage at 3020 Charlotte Ave in Nashville. So, thankful for the help, I head on my way to the now third location that I have been passed to. Upon arrival at approximately 9:45am (my original reservation was at 9:00am), I log into my mobile app to begin the pick-up process. I get to the section of the process where it prompts me to "proceed inside to the office counter where a representative will provide you with the truck key." So, I exit my vehicle and start inside when I realize the office is locked, lights are off, and there are no workers onsite — but there is a group of 2-3 different UHAUL customers all standing outside of the office, on their phones, trying to figure out what to do because they've found themselves in the same situation I am now in. I check the location hours — they're supposed to be open at 9am and it's now approaching 10am. I call the storage facility phone number on the door — no answer. I call a couple of conflicting numbers for the storage facility that I found online — no answer. Next up, I call the UHAUL customer service line where I never reach a human and am put "in queue for assistance" for 37 minutes. Simultaneously, I am live chatting a representative through my mobile app regarding the situation. At about 10:45am (nearly two hours after my reservation time), the live agent that I am chatting with via the mobile app identifies that the key to my reserved van is under the driver seat — keep in mind, this was not mentioned anywhere in the app or in my rental contract. All that to say, I would not recommend this location. It is not staffed when it is supposed to be and there is no one form this facility to get in contact with in case of a situation like this or an actual emergency. Aside from this location's issues, UHAUL is a complete logistical and operational nightmare. They overbook locations consistently, move you around multiple times, don't offer to comp the additional gas or costs associated with a longer-distance move as a result of them moving you last minute, their app clearly does not include updated 24/7 pickup directions. And all of these issues fall to the customer to sort out (with minimal and often unfriendly support from UHAUL) during what's often an already stressful time — moving! UHAUL and their affiliate locations need to do better.
ETHAN S
Abbott West Self Storage
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Nashville, TN 37209
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- 3.5 Average Customer Rating
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Office empty didn’t know what was going on
Jackson RThe car stalled in the middle of the road twice. No mainance. Very poor service
HUYEN MI appreciate the technology that has been integrated with the rental process, but it is buggy. I lost time trying to add photos to the website prior to departure. Fix that and you have a 5 star rating.
David YThe truck back door was broken, i need refund for this
Vinyas R