U-Haul

I had above average customer service. I rented a truck a 17′ truck for a move across town… Rented it for 24 hours. Had no problems. I was worried that I may hit or kill something so I added the extra warranty. The guy actually tried to talk me out of it. No one ever does that. Just trying to save me a dollar. If I ever need a truck again I know where to go. A++

First, I will start with the attitude at this location. We were not greeted when we came in. There was an old guy who did not smile and he was kind of rude. We had no choice except this location during the Memorial Day. He was inpatient and not helpful at all.
Second, The car was not clean.
Third, I will not go back to this location again.

I rented a Ubox that was supposed to be delivered out of this location. The system they have is a absolute mess and they overcharged me. My ubox was supposed to show up at 9am moving day, which it did not. Instead of being able to talk to someone directly about the whereabouts of my ubox, the phone system automatically directs to customer service who have no idea what’s going on. Every time I would talk to one of them, they would put me on hold and either hang up on me or it would redirect to the main menu so I’d have to explain the situation all over again. After finally getting ahold of the GM, he told me there was nothing he could do because the company who delivers my ubox is not his company and he could not give me their name or contact information, so basically I just had to wait until I got a phone call from them telling me when my ubox would be delivered. After it showing up 8 hours late, I talked to the driver who told me she would pick it up first thing the next morning. Again, she was 8+ hours late, picking it up the next evening.
After going through this hassle, I look at my credit card statement and find out they overcharged me $ 22. I have a contract that says they will charge me in three increments and the first two increments were dead on. However, the final charge, originating out of this location, was overcharged and he refused to authorize a refund of $ 22. The whole thing is a huge hassle with 0 acknowledgement to customer service.
Take your business elsewhere.

We contacted customer service on the day of the incident and was informed that someone would return our call within 3 days, we did not get a returned call. We called customer service again after 6 business days and was told someone would call us back regarding our complaint, we received a call back and was told uhaul will research and reach out to us again in a couple days. No call. Uhaul totally disregards customer’s complaints and is horrible with following through with what they said they’d do. Maybe they’ll do the right thing when there’s a lawsuit.

If this is how Uhaul expects their staff to run their business, they should be shut down. I was there 3 times (dealt with the same girl which is the manager), and not once did I had an acceptable experience with her. It’s Uhaul so I’m not looking for 4 star treatment, but some respect and customer focus should be minimum. 1^st time I was there I was given my rental. She would stop helping me midway and go help someone else, pick up the phone or leave to go outside without saying anything. This was rude, but it didn’t irritate me. Even if she wasn’t effective at what she was doing I thought it was nice that she’s making effort to multi task to help everyone. She read over the terms and conditions very quickly it’s hard follow along and there’s no room for questions. She then skipped through giving me any options for purchasing insurance. I questioned my options and it was clear that she wanted to push me into the purchasing option because she wouldn’t answer my question. Instead she keeps reciting (3 times) that I will have to pay her when I drop off the truck if anything happens. The line was building so I let that go. 2^nd visit when I dropped off she was there. The guy taking in the truck was nice. I went inside to get my receipt and she was reluctant. She said it should be emailed to me. I pushed back for a hard copy. She turned around and scolded the guy that checked in the truck and said he was doing something wrong. I walked out with my receipt and noticed a $ 27 cleaning charge. I went back to question why. I waited about 7 mins while she was on a personal call on speaker using profanity discussing her private business. I asked what was dirty and I wanted to see what I was being charged for. She said it was too late for a refund because they already cleaned the truck. I knew that was BS because the truck just got pulled to the back as I started speaking to her. I walked to the back to find the guy and ask if he had already cleaned the back of the truck. He said no and opened the truck so I can see. Luckily my brother saw the truck when we first got it (all muddy and he had to clean it) and randomly took a picture. By mere chance he drove to Uhaul because he was dropping something off to me. I showed the picture to the Uhaul guy so he headed inside to ask the girl to refund me. Her response to the Uhaul guy as she walked pass me was «I’m over it». I stood there without any acknowledgment. I walked up and asked if there was anything I had to do. She said no, it’ll be credited back to my card. 3^rd visit was because I noticed a double charge of something I purchased. I called a week later and was told that the manager will contact and credit me. Didn’t hear for a week so I checked my credit card and nothing. I called back and the gal who answered first said she couldn’t find that transaction. I explained that the rental was charged separately from the transaction in which she disputed that it wasn’t possible. I made another comment and she said «I just said that». I was then told to come in for the credit. I came in a few days later and waited. I observed the same girl/​manager doing the same thing while she worked. There was a customer on the phone she was talking to on speaker and a lady at the counter renting a truck. As the guy on the phone was responding to her questions, she was reading the lady at the counter her terms and conditions. Then she stopped and asked the guy on the phone another question. As he was responding, the lady was still at the counter, she picked up another phone call and I can hear her say, «who’s pissed off at me». She keeps talking on the phone for a couple of mins while the guy on the phone is still talking and the lady still at the counter. Finally she hung up and told the lady to wait at the front for the truck. She then picked up the phone and told the guy to hold on. She went outside to pull up the truck and came back. She finished with the guy on the phone. Instead of asking whose next in line, she helped the guy that was standing behind me in line. Out of courtesy for the guy, I didn’t say anything. I told her I was double charged, showed my receipt. She asked me twice to confirm my purchase. Then she went on to lecturing me about how I should’ve come in sooner to dispute the charges because it’s been so long she doesn’t know what I purchased. I told her that I was in the process of moving so stopping in wasn’t a priority for me. She said that it should be because it’s my money. She went on to saying that for future reference I have to call which I told her I did and the process I went through. She said she didn’t get the message. I told her it was an internal problem. She continued on to telling me that they can’t verify what I purchased as if she’s doing me a huge favor. No apology for inconvenience, just bad, know it all attitude with no concern for customer satisfaction.

Wow. I have been a long time u-​haul customer. I have never had a problem with them and the staff I deal with are always a pleasure. I just got a phone call from a very rude woman at the U-​Haul of Seatac, located at 20 024 International Blvd Seatac, WA 98 188. She was so rude and tried to blame me for their scheduling error. I rented a truck yesterday for a 1 day rental. I told her that I would try and drop it off overnight but I conformed that I could drop it off at 4:30pm at the latest. I was not able to drop it off because their was severe wind and rain that kept us from finishing our move. She called this morning and told me that she has had a 2pm reservation on that truck for 2 weeks at I needed to bring it back. I told her I could not do that and that I would need to bring it back tonight. She said that now she has to pay her client $ 50.00 because there is no truck available and that is my fault. I don’t know why she would give me a truck that is rented out to someone else. How was I supposed to know that even though I had a 24 hour rental… I needed to bring it back early for her other customers. It was like my convenience didn’t matter. They are stacking reservations on top of each other and blaming the customer when things do not go right!!! What a terrible experience. The way they do business is terrible and their customer services needs improvement. Clearly not all U-​hauls are created equally.

Is one star the lowest rating that can be given? Evidently U-​Haul is trying to go into the Pod moving business but has no idea what they are doing. That is what they told me son when he complained because they:
*Told him there was a delay to move his pod as they fired the person he was dealing with
*Told him they lost his pod in the warehouse
*Told him they found it but the lock was broken off his pod — he doesn’t know what has been stolen or damaged
*Now they say they will deliver it for free by giving him coupons that the warehouse driver doesn’t recognize
*The warehouse driver says he can’t deliver to his alley as the trailer can’t get in and stay and they can’t remove it from the trailer
*He still doesn’t have his stuff from a move on ⁷⁄₁ from Seattle to Long Beach, CA.
He has paid them $ 1200 already for this move, and they tell him that they are getting lots of complaints and that is just the way it goes.
This is honestly the worst experience I can imagine, I wouldn’t trust these people with anything you care about or with anything that has to be in a particular place at a particular time.

This is not your typical U Haul center — great customer service and great equipment.
Theo is the man — he will take care of you.
Thanks again Theo, you made this a great experience.

I am sure that we all have stories about U-​Haul. This location is dedicated to just renting U-​Hauls and they seem really concerned about making sure that their equipment is in good shape. I needed a trailer for a Boy Scout Campout so I reserved a trailer and just hoped that it wasn’t the U-​Haul, craptastic standard — beat to death, wires loose, etc. The owner of the location clearly knows his stuff, and the trailer was just fine and worked great for our trip. I am sure that I will use them again for future Scout outings.