Online service 3/5
Great truck rental but I scheduled for earlier time and there was none available
Online rental blows 1/5
By lost a valued customer
Your online rental really blows no customer service or anyone to deal with won’t use again
Happy customer 5/5
Great customer service & process
Remote Locations 4/5
Love the app but rented from a location without good service which was frustrating
Useless of Ubox reservations 1/5
By Shawn Steel
App is useless for ubox reservations. Actually worse than useless. Lets you make reservations and then doesnt send that info to the actual store. I showed up to the store and their is no Ubox ready. Pain in the a...
Left to figure it out 1/5
I was renting a van at 6pm. I showed up and the person who was supposed to return it didn’t. They said there was another coming at 8pm and to wait for that one. 8:30 came and they didn’t call to confirm so I called them. They said no van. Didn’t even try to help me find another. So I had to call corporate and at 11pm I found one. I needed it for an event client the next day and there were literally no rentals anywhere from any companies because it was memorial weekend. It would have been catastrophic for many reasons. Of course when I show up to get the van via 24hr it wasn’t letting me so I again had to call corporate. 6 hours after I was supposed to and much stress later I finally got the van.
About as stable as a South American dictator 1/5
Fundamentally won’t work properly when attempting to make or edit reservations.
App easy. Rest was not 1/5
The app is very easy to use. This U-haul experience was not. With the exception of Shay in the call center, who kept me sane through the ordeal, it was outrageous and incompetent.
First, the order experience. I reserved a vehicle at a large U-Haul center near my house over a week in advance. The day before, they told me I had to pick one up over a half hours drive away in Metro Atlanta. When I called to protest, I was brushed off with a “we don’t schedule one-way rentals until 24 hrs before”. Professional would have told me when I reserved.
Second, the pick up experience. After a long uber ride, I was dropped off in a seedy strip mall with two U-Haul trucks. The U-Haul site was a Caribbean braid and hair stylist with the door locked and no one answering the phone. After 15 stressful minutes and calling U-Haul dispatch, she unlocked the door. It gets better.
Finally after all this, she says: I cannot print you a receipt as I have no printer, but give me your phone and I will take a photo of what you were charged. O M G
And....the dolly I ordered was not in the truck. I had to call dispatch/call center to get the credit and to verify this was legit. Yay, Shay, again. She said, “I’ve got your back”
Whew. Stuff finally hauled, and I get a call from the return site that says after some conversation, “this is my cell. Call and I will meet you there to return the truck and get you a printed receipt.”
So, on return day, call call call text......crickets. So I call the center...AGAIN....and again, yay Shay! I do the online and as I finish - the lady calls....well over an hour later.
Mobile return of trailer. 5/5
By King Dustin
Today was the first time I returned a trailer (after hours) using the mobile app. It was a breeze. I also liked the picture capability. Makes me feel like I’ve covered myself—no worries. Good job U-Haul!
Return process 3/5
By slow return
The app for returns is onerous - refused my on file credit card even when I re-entered the number twice. At 9 am there was only 1 employee available for returns and rentals. Check in and van were good.
Return process frustrating 1/5
By frustrating return
Return process frustrating
So slow 1/5
We had a reservation to pick our truck up at 7:30. It was a mobile pickup and was supposed to be ready an hour beforehand. We get there at 7:15 and it isn’t ready. We have to go inside and we are the 4th person in line with only one employee working. 30 minutes later we are finally seen and they have to go clean out a truck because they don’t have one ready. Not a good experience and won’t be trusting u-haul again.
Impossible to use when cell service is bad 1/5
By K Sirico
Hard to use when cell service is bad WiFi should be made available at location!
Great service 5/5
Shawn is a all star and very pleasant and helpful. Would definitely use again and recommend to fiends and family
Worst U-Haul experience I’ve ever had. 1/5
By Max Amos
I reserved a truck with the app. The truck that was assigned to me was parked behind another truck. The app crashed part way through the check out process and twice trying to return the truck. I’ve erased the app.
Not very quick 2/5
Process takes way to long
By Ohio State 04
I picked up the truck using the U-Haul app. This was extremely convenient and easy to use. Their customer service is well if you have any issues is outstanding. However the customer service for moving help.com is extremely poor.
Efficient and friendly staff 5/5
By Vee Hernandez
Wonderful experience. Even after making changes to the reservation, the staff was very friendly and accommodating.
Fabulous staff 5/5
Everyone was very helpful and the process was painless. In and out very quickly both at pick up and return
Terrible mobile pick up 1/5
I choose to use the mobile pick up feature figuring it would be quick and easy. You could not start the mobile pick up process at all until your pickup time started. The app could not read my drivers license so they had to call two references, which took over 15 min going back and forth trying to find someone who would answer. The app froze up once or twice and made me start over as well. Overall, it took me 30 minutes to check in when I saw another person walk in and out of the office with the keys in about 5 minutes. I recommend not using the mobile pick.
Do not use 24 hour pick up 1/5
By Te j
I scheduled a pick up for 5 am and the app said I would have a truck waiting for me.
It turns out they never did it, so I had to sit there and wait till the place opened at 7am. I tried every option to ask the company why this happened but nobody seemed to care.
By bad experi
I will not use this option to get a U-Haul again. I had to find someone to get me the key. Process was long and cumbersome. Vehicle not where it said. Sterling wheel not in right position and turn signals had to be turned off manually. There was an error”service tire monitor system. Not a good experience
The best! 5/5
Fast and convenient rental and pick up process!
Great U-HAUL equipment, poor customer service 3/5
By one 2 three 4 five
Customer reps at Santa Clara Laurelwood location need to be re-trained on how to work with customers. They either have a “I don’t care about my job attitude” when working with customers or just look at you with a confused look on their face. I expect more from a Nationwide company.
Tried to pay my storage rent today and the credit card stored was “invalid.” Finally after 6 attempts to re-enter the credit card with the same info it was saved. The 1st five attempts were “invalid.” THEN after 5 attempts to pay the rent and getting “error has occurred,” I quit.
This has become a monthly ritual.
If you call CS you get left on hold until you finally give up — outrageous!!!
U-Haul use to be a customer oriented company ... no longer. Sad!
Very bad app 1/5
By Darth Maul's legs
Terrible experience. Van wouldn’t unlock when prompted, van wouldn’t start. Ended up being an hour late for my item pick up with a lot of standing around in the rain. The app tried to charge me at the end even though the customer service rep told me I would receive a credit. App is very slow and has some glitches. The only positive thing I can say is the customer service reps were very nice and helped as best as they could. Just book a vehicle through a brick and mortar location if possible. The self service 24/7 format is not really working. Expect 10-15 minutes for verification to be confirmed. This wasn’t mentioned in the instructions. It could be so much better if U haul invested in the app.
Amazing! Add Apple Pay 5/5
Great use of tech for a better customer experience. If it had Apple Pay, it would be even better.
Very Frustrated Customer 1/5
This app is too time consuming. I will never use it again!!! Every time I thought I was done, another stupid picture or step had to be taken. It’s not worth the hassle.
Great app 5/5
Easy n convenient
I had a great experience, booked online , picked up with my phone and returned with my mobile app . No hidden charges . Will definitely use U-Haul again!
Doesn’t actually look for inventory 1/5
After what I thought was a reservation, I got a call saying my vehicle wasn’t available anywhere except on the outskirts of Chicago. Operator want much help as I had to ask her what was available at each location.
No Apple Pay 2/5
First move and reservation with the app … will update.
For now, lack of Apple Pay and requiring the saving of a credit card on yet another server is a disservice to customers, especially to those who’ve suffered data breaches from stores credit card info. Apple Paybis proven tokenization technology that is more secure than even the chip-and-PIN method of payment.
U-haul van 5/5
By Derek Livez
Easy. Saved me a lot of time and $.
Super efficient self service
Easy & Efficient 5/5
Staff was courteous & professional. Trailer was clean & in good working order. After hours return worked out well. All in all, good experience!
Unsatisfied customers 1/5
By Bradley unsatisfied customer
I reserved a 26 foot truck and a 10X19/15 storage room at the same time with costumer service. But when I got to the location I was told they did not have that unit avilible, and after 5 hours on the phone with CS/Reservations I was told that the rented the unit after I had reserved it.
Also, the nearest U-Haul storage facility was 20 plus miles from the original location, and it was closed by the time CS got it reserved. And when I went to the new storage location the next day the manager informed me that they did not have that unit available either.
So, I had to store my belongings in the U-Haul for several days until my home was available to move into.
With that said, due to no fault of my own I had to keep the truck 4 extra days because what is listed with reservation is not what’s available. So, I should not be charged for the extra days because I was mislead and had to store my belongings in the U-Haul because of your faulty system.
U-Haul doing it right 5/5
By Train super
Ok had some bad experiences with there trucks 20 years ago. Took a chance with them again. I rented this truck in Tennessee and packed her full with a auto transport behind her and drove it north 428 miles to Indiana. 8.5 hours and $130. In fuel!! Impressive strong Ford gas engine. Climbed mountains like a champ. Performed well ran well good gas mileage! Keep up the good work U-Haul it shows in how things are now!!!!!
Service is terrible and when you finally get ahold of someone you have to be on hold for hours. There is no cell service at Ridgefield self storage so it’s impossible to use the app. A total waste of time
Nice app with a little flow 5/5
I love the app absolutely but the only flow I could find is there is no option for international drivers license when you fill out the form for check in. If you could fix that the app should be more than ok.
Top notch place! 5/5
By Princeton BB4telia
A pleasure renting here! Great people!
First class service!!!!! Thanks 5/5
By KA Consultant
This was excellent.
I have used uhaul a few times over the past few years without much Hassle. This has been the most horrible experience ever from the app to truck availability. I was forced to pick up a truck 20 miles away with only mileage reimbursement and had to ask for a supervisor only to get ten bucks credit. I had to drive across town to turn the truck in because the location 2 blocks away wouldn't accept drop offs. I will never use uhaul again . Ever.
Picked it up. Took 2 seconds. Was out driving a moment later. This truck was clean and perfect for my move. Although I don’t plan to ever move again!... I’d be sure to use U-Haul at All Storage in Encinitas again. Great team over there!
Gas not where it said. 5/5
The gas level wasn’t where it should’ve been when I picked up the truck. I fueled it to the same spot. But it would’ve been nice to be able to upload a photo from the start and the finish . I still have the start photo just in case you need it.
Online truck rental was a joke we could’ve just went inside of been a lot quicker. However, the guys inside were awesome though
I thought I had a flat rate in renting the truck one way. However when I went to check out it wanted to charge me from mileage. I could not see my original order and I disagreed with the moving help. I also could not see what the original gas level was so I could match it.
U Haul Arden 5/5
One of the best u Haul locations I’ve been to! Great customer service 😊
Terrible service 1/5
Customer service was terrible. Employees were terrible. Keys were missing upon pickup. Long wait time when with mobile pick up. Waited for an hour.
Stupid app 1/5
By Sam esmith
Half right 1/5
The app to pick up is horrible. Especially confusing and long is the process of driver identification. The return was pretty smooth and easy. I would choose another company if they don’t fix the app. The location made me use it even though it was painful and slow. 20-25 minute process. Return was only 5 minutes.