U-Haul Moving & Storage at Gilbert Ave

Avoid this UHAUL location at all costs. Provided a UHAUL truck with pre-​existing damage to the cab on 9÷24÷15. Noticed damage upon opening rear door prior to loading truck for the next 8 hours — huge hole in roof with visible sunlight coming through, thankfully it didn’t rain or our belongings would have been ruined. When the truck was returned I was accused of causing damage to cab. Explained to GM, Harry Hurdle, that I did not cause the damage and the employees must have missed it on the last inspection. Asked Harry to review the video footage to prove that damage was pre-​existing to cab. Harry was reluctant to help, stating «Looking at video footage is going to take a lot of time.» He also questioned who we were and when we had picked up the truck, even though we were the first customers at 8am earlier in the day and he was the one who helped us initially. Clearly the GM of the company has better things to do than help a paying customer. He eventually signed and dated a letter stating he would contact tech company and get back to us with the outcome. It is going on 2 weeks later, and Harry Hurdle, GM, has stopped all communication. This location also forwards all incoming calls so you can’t speak to anyone directly. 4 subsequent e-​mails have been sent to him with no reply. Customer service department was contacted which said they would be looking into incident, but again, have not heard anything from them in 4 business days. My credit card has already been charged and I am currently in the process of disputing the charges with my bank. A shady and very unprofessional location with a CLOWN for a GM. How this guy still has a job is confusing and says a lot about the company as a whole.

Reserved a truck for a 10:00am pickup on a Sunday. When we arrived there was a group of people outside the office. No one was at the office and some people had been waiting since 9:00 to get their rental truck. The location or manager was not answering the phone.
However, I will give credit to the U-​Haul company as when we called the 1 – 800 number they issued us a $ 50 credit for the reservation guarantee and quickly found us another location in the city we could rent a similar truck.

The worse customer service I have ever encountered. Had an appointment at 7 am to have a hitch installed at the Gilbert location & had to be at a different location at 10 am to pick up the trailer I needed. When I had previously made this reservation, I was told there would be no problem with getting to the other location by 10. When I showed up at 7 am at Gilbert, the entire drive thru area was blocked with all their trucks. We entered and no one was inside. Waited 10 minutes for a worker to come in to tell us it was going to be at least an hour before they could even start installing the hitch. We came back at about 8:15 & they said it would be an hour at the most to install the hitch… We set in the office for 3 and ½ hours. The employee, who I later came to find was the general manager, never apologized & acted irritated when we asked how much longer it would be. At least 10 other customers came in during this time & every single person had a complaint of some sort. This is my first time dealing with uhaul, not saying this about the company as a whole, but the Gilbert Avenue location is a disaster! Go anywhere else.

This post is for U-​Haul in general, not just the Gilbert Ave location. I made a reservation for a trailer to be picked up on a Saturday at 9:00. Our move got delayed so I tried to cancel my reservation on line. The on line page where I made the reservations asked for my last name and my reservation number. I didn’t have a reservation number, so I call customer service. Nobody answered and when they did, it got disconnected. So… I went back on line and did the live chat thing. I asked the person on the other end where I would find the reservation number. They said in the confirmation email I got. Hmmmm… I checked all three email accounts. No email from U-​Haul in any of them. So, I sent an email with all my information, etc. and said I was canceling my reservation. Later in the evening I got nervous, so I called the Gilbert Ave store direct and canceled. She was very nice and said that she hadn’t received notice, but thanked me for calling and she canceled my reservation.
The morning of the reservation I received a text reminding me of my pickup time for the trailer (the pickup time indicated was 2 hours later than I originally reserved?). So, I called the Gilbert Ave location and the guy said that my reservation was not cancelled and was still showing in the system.
Come on guys — you’re a National company. You need to have a better system in place. It shouldn’t have been that hard.

Made a reservation a week out. Gave a $ 50 deposit. Showed up today, no hitch in stock. No call prior to arrival. Thankfully I do not need it until next weekend. Go elsewhere.
Five business’s days later, still no deposit refund.
Day six: now told I’ll have to wait 8 – 11 days in total. Ridiculous.

They can install hitches (it’s not rocket science…) but don’t have lights installed here — purchase them and take them to a competent mechanic for installation, install them yourself or find a different U-​Haul location with properly trained service technicians. After 2 tries in as many weeks, my wiring installation looks like my 8-​year old could have done a better job, including a non-​weather tight-​12V wire splice just hanging under the car, wiring routed next to the exhaust heat shield and the lighting control unit just rattling around in the wheel well instead of attached using the installation kit (genius number two destroyed the foam mount when trouble-​shooting). I’m taking my car to the Beechmont U-​Haul location to see if they can sort it out.

This is a great place to get propane for your grill. Most places are using a propane tank exchange business model. I prefer to keep my own tank and just have it filled. U-​haul will do that for you. This is the great thing about this location.
The downside is that they have a button at the propane station to request customer service but the button does not work. Therefore, you must go inside. Not a big issue but I didn’t know the service bell didn’t work so I found myself waiting for no reason.
Once I figured out the bell didn’t work, I told the employees on site. They didn’t seem concerned or a need to take action to either fix the bell or remove the sign stating that customers should use the bell. Obviously, this isn’t too critical, but makes me feel that they are not eager to please their customers

I just went for moving supplies, but the service was good, the transaction was fast, and I got everything I needed. If anyone is doing a self-​move, the mattress bag is well worth it!

Both pick up and return took far too long. They don’t have enough employees to keep up with the demand. Use a different location or company if possible, especially if you have a schedule to keep.

Overall, I was pleased with using the U-​Haul rental on Gilbert Avenue.
Pros:
Reservations — quick and easy to do over the phone. The operator was able to recommend the exact size truck that I would need based on the size of my home.
Employees — The employees at this location were extremely friendly and efficient, especially early in the morning when I picked the truck up. Upon returning the truck, I had to wait a few minutes, but the gentleman was very apologetic and quick once he came out. Very impressed with the customer service here.
Pricing — Everything was explained up front, very clear, no hidden charges. Basic pricing was $ 29.95 for 17-​ft truck, plus 10¢ per mile.
Truck/​Location — Was as expected and ready to go quickly. Easy to pick up and drop off at this location, and there is a gas station right next door.
Bonus — You are responsible for refueling to the level you receive the truck at. They give you a cheat sheet showing how many gallons will be needed at each of the gas tank markers to get back to your initial level.
Cons:
Truck cleanliness — The truck I rented had furniture in the back, an ashtray full of cigarettes, and someone’s old shirt shoved behind the driver’s seat. All easy enough things to check but had just been missed. The piece of furniture was the biggest deal, because we had to get rid of it before we could start loading. This keeps them from getting 5-​stars.

When we purchased some new bedroom furniture, the delivery charge was going to be more than it would cost to rent a small truck and pick it up ourselves. Although these situations often are fraught with hassles, this truck pickup, rental and return was a smooth experience. The location is easy to get in and out of, not far off I-​71near Eden Park.