I had an absolutely terrible experience with my uhaul rental. Having the truck itself was fine, the equipment worked properly, but the customer service and the inconvenience I experienced was awful. On June 8th, I reserved a 15' truck to pick up at 11:30am on June 12th. At 10:30am on the 12th, an hour before I had to pick up my truck, I got a call that the customer that had the truck I was renting had extended their reservation, so my reservation was moved from the location I put my reservation at (which was 3 miles from my moving location) to a location 22 miles from my moving location. I was told I was going to receive a reduced rate from $1.29 per mile to $0.89 per mile. I had a number of people assisting me with my move, which was in portsmouth, some coming from hampton and others from richmond. Because I was not given proper notice, I called the new location and asked to move my pickup from 11:30 to 12:30 because I still had some things to take care of, and now that my trip to get the truck was going to take 30 minutes, I wouldn't be able to get there on time while doing what I needed to do beforehand. After confirming, I continued with my moving preparations. Shortly before leaving to get the truck I received a call from uhaul but when I answered the call, the call was disconnected. After a few minutes I got another call. The person that had the new truck I was getting was running late but he would most likely have the truck there by 1. I already so upset about having to drive so far out of the way and spend extra time and gas to get a rental I reserved days in advance, that after hearing this, I was even more upset, as were the people that were helping me move. I asked the lady if there was any other way to discount my purchase since this was now the second time my reservation had been pushed. She told me unfortunately no and joked that I couldn't be discounted any more because they can't just let me basically get a free truck to which I responded â€œI guarantee the $60-$70 minimum that you'll be getting from me regardless hardly qualifies as me getting a free truckâ€. After a few minutes of back and forth I told her we were on our way and would be there close to 1 which she then said, â€œoh you're on your way now? So I guess it works out thenâ€. And I got even more angry considering the fact that as I was leaving, I spent time talking to her arguing about my rental. When I got to the location I was irritated and although I was very verbal about what I had experienced up to this point and how frustrated I was, I made sure not to take it out on the gentleman that assisted me with my rental. He was young, new and very nice. He did apologize for what I experienced and understood why I was so irritated. While he was helping me, the woman I spoke to came in. She â€œassistedâ€ the gentleman with my rental from another computer while she was doing some other rental, chiming in here and there. She was nicer when being there in person than she was on the phone, though it absolutely did not feel authentic. I asked upon checking in if I could return the uhaul to another location and I was told that I had to return it back to the location I was picking up from. Again, after receiving my truck, my rental went much smoother, even with the backed up returns at the location. In total, I ended up driving 55 miles in the uhaul. 44 of those miles were traveling to and from the location that I did not originally book my reservation. At the reduced rate of $0.89 per mile, the mileage total would have been $48.06. Had my original reservation location continued, I would have traveled roughly 16 miles including the trip to pick up and drop off the truck. Even at the original rate of $1.29 per mile, I would have only been charged $20.64 in mileage. I received a â€œdiscountâ€ for having my location moved but ended up paying over double in mileage. On top of that, because my location was moved, I had to use the toll roads 4 times (once to get the truck, twice with the truck and one final time after dropping the truck off) to get my moving back on the proper time schedule, and I was told that the toll fees with the truck would be added to my charges. Overall, I was inconvenienced, my family and friends that assisted me were inconvenienced, and I received bad customer service but was essentially charged extra for it. I truly would like this issue resolved and to receive true compensation for the inconvenience and my overall experience with this rental.JESSICAMARIAH B.
Moving Truck Rental in Norfolk, VA at U-Haul Moving & Storage at North Military Hwy
Norfolk, VA 23518
(S Of eLittle Creek Rd)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
One-Way and In-Town Local Rentals in Norfolk, VA 23518
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Additional Services at this Location
We have the largest selection of new trucks!
Our cargo and utility trailers start at $14.95!
We have the most coverage in North America!
We ship across town or accross the world!
We sell hundreds of products to make moving easier!
U-Haul is North America's #1 hitch installer!
Propane service delivered straight to your door!
We have the largest selection in the industry!
- 4.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Simple the best location in town!!!TIFFANYNICOLE F.
The lady was very friendly. Enjoyed the customer service.ADRIENEJAMAILA H.
Great customer service, very helpful.Arlethia W.
Everything was great. Great people behind the counter.VIRGINIASUE K.
Staff was extremely helpful and a pleasure to work with. Treated us great on both ends of our rental (pickup/drop off)JOHNJOSEPH T.
The representative that helped us was super friendly.DIANA G.
Only one I will go toROBERTBRET O.
They helped us to file the claim for the damage doneKara L.
The only issue I had was the fact that your site did not properly forward my reservation to the store and they had to create a new one, this took some time as the agent at the counter was new and not entirely sure of how (Though the manager jumped in and helped out quickly, I'm not mad that he was new, just that I was in a bit of a hurry and this resulted in an hour delay. The dude was funny, professional and courteous, so 5 stars for him and the manager)KRYSTAL LYNN A.
Always easy always happyCATHYCARTER M.
none service was goodLAWRENCE WELTON J.
Staff handled a very busy day with efficiency and professionalism.Michael Z.
Maybe train some of the associates a bit on hooking up the trailers. The one I rented came off of the hitch before I even got home because it wasn't tightened down all the way on to the ball. Luckily nothing was damaged and my motorcycle wasnt on the trailer yet but it severely lessened my confidence in the trailer and I strongly considered not taling my motorcycle on my trip with me because of it. After a look around and tightening everything down though everything worked like a charm. Your employees were extremely personable and friendly which would make me bring my business back to this store again.RICHARD P.
My service from start to finish was impeccableAHMYRRDUSHON B.
The lady who helped us was friendly, patient, and knowledgeable. I can't imagine improving anything except the ceiling has water damage and the floor was a little tore up. The employees were excellent!!! In line I could here how fantastic they were with even the most difficult customers. Great Crew!LAURAANNALIESE H.
Nice return personnelPaul W.
Did not have the size truck I reserved a week prior. Only had one worker in the store so ended up getting the truck almost an hour later then I had scheduled it for. And yet here I am with a $40 charge that I don't know what for. I would like to say the women who was working was doing a good job for what it was. She's not at all my issue about my experience.MOLLYELIZABETH M.
Only thing I can recommend in past experience with this store is just more staffing. With how busy this location gets they really should have all 4 registers running to check people in and out etc. The lady that checked me in was wonderful though!!Allen M.
Take better care of the trucks. My truck had bumbler damage and severe paint missing and scraping along the sides. Also I waited over 46 mins to speak with customer service because I needed report that I had an emergency and would be a few mins later picking up my truck. No one ever answered and when I got to the center I was the only customer there so what was the wait due to?ALISONJEANNE F.
No complaintsTimothy W.
Was good experience, pricing per mile was just a little higher than I hoped but overall good experience.GREGORYDONALD L.
Do not change a thing . You have friendly staff that answered any questions we had.SHARONMARIE B.
More representatives are needed and a huge improvement of proper business etiquette. To point, on arrival I was not greeted nor acknowledged to even exist. Two representatives were on the phones while a third just fiddled with her cell phone. I waited nearly 15 min, to be addressed. Other than this my experience was average.Gary G.
Thanks for making my day easy ðŸ‘JANET B.