I never imagined that a single experience could completely shake my confidence in something as simple as a one-way haul—but this company has done exactly that. From start to finish, the level of incompetence and lack of knowledge was beyond disappointing—it was damaging. Due to an employee’s negligence and apparent lack of basic understanding, my vehicle was improperly loaded onto a tow dolly. They failed to determine whether the car should be left in park or not, and as a result, my vehicle suffered significant damage. It initially struggled to start, and once I reached my destination, it became unsafe to drive. That alone would have been enough—but unfortunately, it didn’t stop there. I was also overcharged for the services provided, adding financial frustration to what was already a stressful situation. What should have been a 14-hour trip from Texas to Georgia turned into an exhausting 28-hour journey for me and my son. We lost valuable time, wages, and peace of mind. Throughout the trip, the chains and tire straps repeatedly came undone—especially challenging in constant rain—forcing us to stop over and over again just to try to secure the dolly. Finding safe, dry spots to fix the issue became nearly impossible. Hoping to find some level of understanding or support, I received a call from David Guy. Unfortunately, that conversation only added to my frustration. His tone was dismissive and rude, completely lacking empathy. Instead of listening or taking accountability, I was met with sarcasm—“What do you want me to do?”—and repeated attempts to shift the blame onto me. Despite explaining the situation clearly, including how the car was left in park after being loaded, I was simply told, “Just file a claim,” as if that resolved anything. That call felt like a complete waste of time and an insult on top of everything else. Because of this entire experience—the negligence, the financial impact, the lost time, and the poor customer service—I can confidently say I will never do business with U-Haul locations in Schertz, Cibolo, Universal City, Bexar County, New Braunfels, San Antonio, or surrounding areas in Texas again. Customers deserve safety, professionalism, and accountability. Sadly, this experience delivered none of those.
Crystal P
Coveys Happy Mini Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Schertz, TX 78154
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Customer Reviews
- 4.5 Average Customer Rating
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Lock box was difficult to open and there was no where to park when returning vehicle
HAYDEN MVery friendly and helpful person
JOSE BThe trailer had a warped floor but the staff assured us we wouldnt be billed for it and noted it so it could be repaired later. Didn't stop us from having a good move but had us concerned.
Kevin MAll was good!
Kilby G