U-Haul® Reviews
Rented 20 ft truck and received call indicating 20 ft truck not available at location. Reservation was switched to a different location, and I thought nothing of it. But day before, I called to let location know that I would need truck an hour earlier, and it was at that time I was informed that my reservation had been cancelled. By this time, no 20 foot trucks available and I had to settle for a 15 foot truck. They confirmed the equipment that I would need, but when I arrived for pickup, they had run out of some of the equipment items I had requested. What's the point of reservation? I've done many moves and have never had such a poor experience.
The booking process was fine, however I booked the wrong-size truck by accident and getting everything switched was a huge headache. I also ordered packing supplies through U-haul, and they charged and sent me a lot of things I specifically didn't want or need, leaving me to find the time to return them. I'm disabled and I don't have a car, and so I'm probably going to have to eat that cost, which is unideal. The person delivering my packing materials also ignored my delivery instructions, and there were items missing, which could be a mistake or could be theft because the packing materials were not left somewhere safe where I requested. A couple of the boxes were also damaged and unusable.
The truck was too small for our needs. Our hired helpers explained that although we thought we were getting 15feet of floor space, part of that 15 feet was the “mom’s attic”, leaving us with a lot less floor space for furniture. That is quite deceptive. That should have been explained ahead of time.
When we arrived for our reservation, the truck was not ready, which was frustrating. The self-service pick-up and drop-off process was more time-consuming and involved than expected, and we still had to track down someone to get the equipment we requested, which should have already been on the truck. That said, it was still quicker than waiting in line. The truck itself was in good condition and performed well; however, the overall experience left room for improvement.
The price was great. The truck ran well and made it the full 7 hour drive. The AC and cup holder were broken in the truck which was a bit annoying given we drove it in August. Also, when we went to pick up the truck the lady was grumpy and they didn't have the auto transport that we booked available so they had to send us to a different location to pick it up and to do that they had to modify our booking contract. The change in the contract was an inconvenience for us and I think it actually slightly increased the overall price of our initial booking.
Nice new truck with less than 4,000 miles, that was great....... The downsides - I made the reservation, in person, and requested pick-up at the same place, but I had to go to another location for pick up. Not convenient, and my last pick-up had the same issue......... Also, I ordered a 12 pack of furniture covers but, at pick-up. I was told they only had 5. That made the loading more difficult and had me using towels and bedding in a makeshift approach....... Not happy about that at all.
