Upon arrival I had to wait in line for approximately 30 minutes to get to the counter to check in for my rental. The staff member at the counter was attentive, efficient, and apologetic for the long wait. He was doing a great job trying to balance all of the customers and the clear lack of adequate staffing. My only issue was that we were told the rental was still due at the original return time and when I asked if we could have an extra 30 minutes for the excessive check in wait, he indicated that we should try to get the rental back as close to the original time as possible. For customer service purposes, you should default to extending the rental based on the delayed check in time, when the delay is due to a Uhaul issue, as opposed to a customer late arrival or other customer issue. We were told our vehicle was being pulled around immediately, so we went out to the location where we were to meet the guy bringing our truck around. When we got out, he was pulling up with a truck that was the same size we'd rented, and when I asked him if it was ours and he, rather shortly, said "I haven't even started cleaning your truck out, buddy. Just sit tight." It was rude. I understand the staff was probably flustered due to how busy it was and, perhaps, short staffing. But it's no reason to be short with or rude to a customer. My brother was with me at the time and he said "Why did you rent from Uhaul? I always have a bad experience with them." and I said "I don't know, their brand is where my brain defaults when I need a rental truck." and he said "I always think that they have sub-par employees and sub-par customers." Wow. That summed up the experience pretty accurately. I rented a truck from Penske to move from Washington to Michigan in February and the employees at Penske were young, energetic and professionally dressed. Looking back while considering my brother's comment, the Uhaul employees looked dirty, disheveled, and their clothing looked like they'd been working in a mechanics garage for a few shifts. Penske felt like a Uhaul rental experience. Uhaul feels like something far less professional, buttoned up and customer focused. Perhaps that's the best you can do, maybe your niche is a lower price point rental for a customer at a lower income level and therefore you hire lower quality customer service professionals. If that's the case, I understand that every level of the market needs to be filled by someone. Perhaps I just need to switch to Penske or another, more professional service.