They changed my pickup location on me the day before. The website and app were both down and when I called the 1- 800 customer service number they said they were experiencing longer wait times and to try again in 45 mins then hung up on me.. I called the 1st location and they didn’t even have a contract with U-Haul anymore, but their name was still selectable on the website when I made the reservation a week prior. I asked why and was told it takes 90 days to remove a location from the website of they no longer work with U-Haul. The new location was a gas station and the U-Haul representative that called me the evening before told me multiple times I would only need to show ID to be able to pick up the truck. I had tried to check in on the app anyways just to be on the safe side, but the app was not working for me still. I finally checked in on the website once it was available again and uploaded photos of my license and the information for the authorized drivers. when I arrived at the gas station to pick up my truck the personnel was very unhelpful. He said he couldn’t take my ID. He said he needed a code that I would get from doing it online, I told him I had already checked in online and I didn’t receive a code. I tried to check in online again, but there was nowhere to even check in again so I had to call the customer service number. Luckily it was only a five minute wait and didn’t hang up on me like the day before so I was able to talk to a U-Haul representative. They had to reset something with my reservation so that I could actually complete the needed check-in process to get the code to receive my key. I had to redo all of the check-in process uploading photos, putting in the authorized drivers, taking a photo- I had to do it all over again. The whole process ended up taking about 30 minutes and then when I finally checked the truck, it didn’t have my furniture blankets that I had paid for with my reservation. I notified the personnel as the online instructions told me to do but he said it wasn’t his problem and he couldn’t do anything for me. I would like a refund for the furniture blankets that I didn’t receive that I paid for. This experience was extremely stressful and almost made me late for when the movers were going to arrive to load the truck. I will never use U-Haul again. Worst experience. Fix your website and app. If you’re going to make everyone do everything online and have 3rd party venders who are unwilling to help then at least have a website/app that actually work. I would never recommend or trust U-Haul again. 0 stars. Dealing with U-Haul was the most time consuming and stressful part of my move.
Rebecca K
BP Division And Noble
(U-Haul Neighborhood Dealer)
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- 2.5 Average Customer Rating
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How U-Haul Reviews WorkThe pickup was a nightmare, and guy who helped me knows nothing about the process. And it took a week after return, and three times contacting customer service, to process the bill. Also, I am pretty sure I was overcharged for the mileage. Yet I didn’t take a picture of the mileage and had nothing to prove it. Overall the worst experiences I had with UHaul in the past decade, probably won’t use it again.
Zhidi LThe truck wasn’t available when we arrived. The mobile app didn’t show our entry code. It took over half an hour to connect with customer service to figure out how to access the truck. When we did get into the truck, it was dirty and had some kind of nut shell all over the floor of the cab. Upon returning the truck, the parking spots were so incredibly tight that it was nearly impossible to open the door to exit the vehicle. I will not be using UHaul again.
Rosalind PI had a issue with my truck rsvp and the service attendant help he get my rsvp straighten out
JASON PParking was tight no signs for designated parking area
Ron M