This is the worst customer service experience that I've had in quite a while. Uhaul has in my mind been the standard for moving and storage. Just had a big move, rented a truck and got a "free" month of storage. So I took it just in case. Bad idea. They tried to sell me an insurance fee that was "policy" but was not on the agreement for the "free" storage unit. About 10 days after my move I used the email they provided to inquire about canceling because I didn't need it. No one responded. I emailed twice afterward, still no response. Then I called in about a week or so later, talked with someone and asked to cancel. I explained that I had never visited the storage unit and didn't need it which they can confirm both by camera and in their system because I never used the code they provided to let myself in to the unit. She said it would be taken care of that day. Not done, no confirmation email. Then I received an email a day ago stating that I would be charged if I didn't respond by the end of the month. I called and was told that I had "moved in" and someone needed to check me out. Again, never stepped foot on the facility. They said someone was going to verify right then. So I drove here because I didn't trust that. Sure enough, the guy who was supposed to have gone didnt. He was still at the office and had no idea about my situation. That was Ralph the Manager. So I explained again and he said he would drive out to check. He said that if there was a lock, sometimes their employees put one on there if they knew it was rented. Waited here for over an hour. He got back and said there was a lock on it but they hadn't put it on and suggested that it was mine. I again explained that I had never been to the facility. He said they would need to cut the lock. Still waiting another hour. They do have cameras, why would I lie about never having been there? Seems like it shouldn't be that hard. Not happy. My recommendation, never come here. Never buy the "free" line. Boo uhaul. Any guesses as to what will happen next or how long I'll be here? #negativestar
Update: another hour down the drain. Still shouldn't be that hard.
Final update: confirmation of my "move out" achieved after a few hours. Turns out they gave me a unit that still had someone else's stuff in it. Since I had never been there I had no idea. It was complete with an unopened mailed package with the other persons info on it. Vindication? Perhaps, but I still lose, cause I'll never get that time back. Thank you uhaul.