Horrible service. Never use a remote location to pick truck up.
Rental for high school 5/5
By Mr. Oian
Fast and convenient. We will do it again this Friday and all future needs for the theatre department.
Great trailer! 5/5
Trailer was clean, new and everything from beginning to end was extremely easy and a great experience.
Pain in the butt online checkout 2/5
By Super Slayer15
They make you do all the work running around and filling out information
Appreciate the service at Pomona holy U-Haul 5/5
Pomona holt street U-Haul has a new manager. He picked up where the girl who was the old manager left. Great job on point. Always a pleasure to rent here.
Great service 5/5
By teddy wright
I enjoyed the use of the Cargo Van as a means of transporting items prior to the big move on Saturday. The cost is absolutely great for two days and sixty miles round trip.
Don’t Get. Doesn’t Work 1/5
iPhone SE IOS 12.1.4
I downloaded the app and tried entering info about 6 times. It did not stick. So I can’t use the app at all. I sad now 😣
Undisclosed charges 1/5
By John Shackles
Gas is essentially charged twice. Once with the initial payment and once when vehicle is returned
Didn’t work to reserve / return is a pain 1/5
App kept getting hung up, never worked to reserve. Upon return the app asks for a ridiculous amount of information and pictures, puts too much of the burden on the customer. U-Haul, make it easier on the customer, fewer steps! You don’t need to ask two separate times if there is damage to the vehicle.
5x9 trailer 5/5
The entire process was easy and affordable. The rental set up was quick and the return process after hours was a great benefit.
Easy rental 5/5
Love the U-Haul app. Easy to use. Harder to remember my password at first! LOL Thank you U-Haul Kalamazoo!!!
Not Happy 2/5
Truck lock code wasn’t right...took over a half an hour to get the truck. Chat conversation was very slow
Customer Service 3/5
I was very dissatisfied because it took two hours to check out the uhaul even though I had a reservation and only two people in front of us. The guy named Carlos was taking a long time and was installing a car onto an auto transport for a different customer for 45 mins when there was people were waiting. When he came back I overheard him mention to the other employee that the previous employee had left his shift an hour early. We requested a certain truck and the lady refused to give the uhaul and said she couldn’t because her boss won’t allow it. I told her, “I am the customer and I can go somewhere else” and she responded, “I had to listen to her manager and not the customer.” I told her I was going to call the manager. She responded, “go ahead she won’t answer.” Then I told her then I would call corporate. Then she changed her mind and gave me the uhaul I wanted. She told me to drop off the uhaul in Pharr 20 miles away from my destination, while there was one located 1.8 miles away. After the 2 hour wait, the U-Haul was dirty. She didn’t offer to clean it. I had to ask her to clean it. If she expected me to return it cleaned. Which I did.
Over charged and no clean 1/5
The truck was dirty and the mileage was not correct or the gas
Don’t Reserve Through uhaul.com 2/5
By Severna Falcons
First, I rented from Precision Tune Auto Care on Ritchie Highway in Severna Park, MD. Love their customer service. This review is not based on that business.
I reserved a truck on 3/6/19. Received the, “Your reservation has been received and once confirmed, you’ll be notified,” email. On 3/14/16, I called Sunoco gas station because that was the location I was assigned to rent from.
I was told they were not sure if the truck would be available due to scheduled maintenance so I canceled. Frustrated at this point, reserved another vehicle and was assigned a location 4 miles further away. Both times I reserved online, I requested Precision because of their great reputation and was assigned somewhere else.
I canceled the second reservation and called Precision directly. They had multiple trucks available so I rented through them however, they still signed it out to me through the U-Haul website.
I would say U-Haul attempts to share profitability through each of its businesses, compromising between your location and out of fairness, the local companies competing for your dollar.
Due yourself a favor. If you know the exact location you want to rent from, call directly. Remember, your paying a flat fee and per mile. Don’t drive further than needed. A 10’ truck costs 1.29 per mile and they are not fuel efficient. 7 miles cost me about $4.00 in gas at 2.50 a gallon.
Equipment pickup location confusion 2/5
I made a reservation through a computer/web browser and all that went fine.
I used the iPhone app to change the pick up time, and the pick up location was not what I originally specified.
Did an online chat, and the response was ‘oh that is our scheduling location’.
The iPhone app specifically says that is the pick up location, whereas the computer/web browser information is different (and correct) for the pick up location.
Absolutely awful. 1/5
By angry unaul
Do not use this app or their customer service. Multiple failures on many levels, and they weren’t able to figure it what was wrong. Save yourself a headache and just rent it in person.
Worst app I’ve ever used!! It froze constantly and took ages to get anything done. It made me not want to use uhaul.
Created an account to rent a truck and after creating the account and verifying it I went to log in and got ‘password not yet set’. I’ll go to Penske
Glitches ruined the experience 2/5
Up to the part of drop off I was very satisfied. Setup of the app was not much different from online. I used a web browser and the process was similar. Almost defeats the purpose of using an app.
The most I used the app for was for the drop off. I would take a picture of the dropped off vehicle and it kept glitching and dropping the photo. Also payment method would never go through. Did not feel user friendly at all. There were few questions that made the experience a little better and easy to answer, but as far as navigating through the app and finalizing the drop off, it was awful.
I rented this truck with my fiancé to move our valuable belongings. While the bed was in decent shape the cab was INFESTED with cockroaches! We spent the whole trip jumping and disgusted. If we knew the condition of the cab we would have NEVER rented from here.
Sign in hell 1/5
Trying to create an account and then logging back in is a nightmare. After an hour I have given after the countless times it asked me to verify the account. Save yourself time and frustration.
Very Happy 5/5
Easy to use and convenient
Thank you 5/5
By Gnar bone
Angela at the castleton Location was awesome!! Will use Uhaul again
Trash. Terrible app. Does not work 1/5
By Secret mazda
This app has wasted hours of my time. It is glitchy and difficult to make work. Every time I’ve tried it I have problems. Usually with the take a photo section of the transaction Not good enough U-Haul. Would have given zero stars if I could.
Great job 5/5
Reservation of van was easy, check in was quick and staff were helpful and friendly. Return was also quick and easy
App not showing correct equipment 2/5
Made reservation for 5x8 cargo trailer on my app and the app keeps showing my reservation to be a utility trailer. Called central reservation, they show cargo trailer. Called pickup location and they show cargo trailer. My app continues to say and picture utility trailer.
After hours truck pick up fiasco 2/5
We showed up for our after hours truck pick up later than scheduled, the system would not let us sign in. We were on the phone with customer support for over an hour and a half trying to figure out how to get the truck. Our customer service agent was very polite and helpful, but the system kept failing and would not allow us to complete our registered pick up. I would not recommend using this application for an after hours pick up to anyone.
Everything Easy! 5/5
Kudos to U haul team!
Terrible process 1/5
I am here at a closed drop off location. In a tiny lot trying to return my trailer, on a Sunday morning at 7am. I am freezing trying to take pictures of the Uhaul with a app that wouldnt take my password until the 5th input. Then I have to stand in ice cold winds trying to take pictures. Also I HAVE TO DOWNLOAD AN APP TO RETURN MY TRAILER. Really oh and by the way gives us your email and phone number to open an account. Oh we promise no spamming, SURE! We will stop using Uhaul if this is the direction they are using for returns.
The app is extremely slow and not user friendly.
Bad checkout 1/5
Took 20 minutes to return truck. App kept going blank after adding photo.
Horrible Service!!! 1/5
By U-All Terrible
1. Called and scheduled a cargo van. The guy looked it up and said he had one available - so I reserved it. When I arrived 20 minutes later, he said that someone else took it and I would have to use a 10’ truck instead.
2. Guy sent me pictures of the truck so I could review current status. Thought he would walk me out (like the other times I’ve rented) to review together and go over features of the truck. Had to wait 10 minutes for him to get off the phone for him to acknowledge me again (not including the three other u-haul people standing around and not doing much of anything. His response to going out to review together was you can just go out on your own.
3. Finally got the keys to the truck and the guy pointed to the one for me to use. Couldn’t get the key in so had to walk back and asked if they gave me the wrong key. Actually, he was surprised to see there were 2 other similar trucks and he had pointed out the wrong one.
4. Forty five minutes later, I get a text that says my return was at 6:45pm. I had picked it up at about 2:45pm. I called up and inquired about the return time because I thought I had a full 24 hours. He said that the contractor put down that I only needed it for a few hours. I asked if the $19.95 was for a full 24 hours and he said it was for up to 24 hours. I told him that because it wasn’t an hourly rate (which he validated when I made my reservation), that I intended to help a friend do something and I wouldn’t have the truck back until just before the 24 hours was up. He said he needed it back by 9:00am in the morning because they already had it booked then for another customer!!! I told him that was his problem and that if my friends plans fell through (which it did) then I would have the truck back on time - if not then it would be back within the 24 hour period.
This is absolutely one of the most frustrating customer experiences I’ve ever had. Can you tell me if there is one thing here that would make you feel you made the customer feel valued.
I’ve used this location twice before and had good experiences. But the crew today was new to me and the experience was terrible.
I’ve taken the time to write this in the hopes someone will look into it and ensure this doesn’t happen to someone else...
Poor return method 1/5
Took about an hour and a half to complete the return procedure. The system could not find my location and then l was on hold for assistance for over 45 minutes. Finally had to add an app just to finish. The person I checked the truck out with was great (5 stars) but checking it back in over the internet was Horrible! Now I can’t even exit this review without adding an exclusive nickname!! Wow!!!
horrible process to check in 1/5
Took me 30 minutes to check in. Terrible app. DO NOT USE MOBILE CHECK-IN
Short Trip 5/5
Pretty nice to do business with. John on the front counter was very helpful and friendly. Now that I have an account setup. It probably will be even faster the next time I need a rental!
TERRIBLE CHECK IN PROCESS 1/5
By Sandra K Music
The check in process is AWFUL! I took 45 minutes just to check in and was very frustrating. Just go to a store location to rent a truck!
TERRIBLE!!! Will never use again! 1/5
Absolutely terrible service. We went to get our U-Haul and were out in the freezing cold for 45 minutes to an hour trying to get into the locked box for the keys. No one was answering when we called the line (at least 20 times) and then finally got a hold of customer service and they gave us a completely different code to try after trying for an hour.
No keys 2/5
Van we rented was blocked in. There were no keys in the lock boxes. Took over 1/2 hour of standing in the cold. Thank goodness someone returned a van, or we would have been SOL. Took another 15 minutes to get permission to use that van. That being said, the van was relatively clean and ran well.
Lack Communication 3/5
The store was suppose to open until 9 and the manager who wasn’t scheduled didn’t get there until 11am. Customer service rep helped rectify the issues but the local store should have communicate better.
Way too much time 1/5
I will never do it again.
Uhal review 3/5
By Brittneyyy :)
The guys in Tahoe who helped us out in the beginning were super nice and did a great job. But my issue is that the address on the paper was completely incorrect. We went to the address 2 times and almost crashed due to the snow with the trailer which we had to get rid of because we could not leave it in the driveway any longer even though we were given until the 6th to return it there. But was no where to keep it past today. Nowhere on the sheet or did anyone tell me it was Millenial towing. Once we looked up millenial towing it brought us to the correct place which the address on the sheet took us 20 minutes out of our way. Also there are two Uhal stores closer to where we moved to which was Breckenridge. I am very unhappy with the miscommunication and incorrect address on the paper we were given.
Horrible communication between U-Haul and customer 1/5
First they did not have the size that U-Haul that we needed they gave us a much smaller one and then we had to pay extra for miles because we had to do more runs with the truck they seem to not know what the heck was going on
Not Intuitive 1/5
The app is not intuitive uninformative and the staff at the particular U-Haul place to pick up the truck from says there is no customer parking when the app clearly states there is a customer parking.
My experience 1/5
By pickup trash
Customer service was slow and didn’t really know what he was doing kinda. Also I received the truck full of trash which I took to the dump behind their business. I left the vehicle in perfect condition and I expect to receive a vehicle from a business that is reserved ahead of time to also be in ready condition! Other than that, the truck was perfect for what I needed and not bad on gas either. Thank you!
By Jerry bembe
It could be quicker. 2/5
I’d rather have things already on file rather than trying to work through it when I’m picking up the U-Haul. I could have my photo of my license on file already. To have to go through all that when collecting the U-Haul seems inefficient.
By Alesha mcg
Pick up was easy. Just know the alternate contact will be called and verified before you are checked in so let them know to expect a call and to answer it.
Poor app 1/5
Wouldn't recognize my time to pick up the truck. Said I had a reservation, but would not allow me to actually pick it up. After over and hour and fifteen minutes on the phone with customer service I was able to leave with it.