U-Haul Customer Service

U-Haul Positive Reviews

Poorly Run CompanyI booked a 26’ truck to be picked up at 9am on a Saturday morning. I arrived a few minutes late and went to do the express online check in which is normally pretty easy and straight forward. Once I received notice of which truck was mine and was able to locate it, I noticed that the truck was blocked in. It doesn’t make sense to me how often things like this happens with this company. They either don’t have a truck for you when you’ve made a reservation or it isn’t ready. Why make a reservation if it isn’t going to be ready?! Regardless, I was able to find a very nice representative to help me with this which should have been a non-issue. He got me all set up so that I could take another truck (that wasn’t blocked in) which was the same size and nicer in just a couple of minutes then directed me to go inside and tell a manager that he sent me so that she could just hand me the keys. No big deal right?! Nope! Went inside to see one representative working the desk and 5 people in front of me. What is the point of the express check in?! 30 minutes later waiting in line I was handed the keys and out the door. The employees were nice and helpful but this is just a poorly run company..IHateMovingVersion: 2.3.2

Not a good experienceI had to keep pursuing customer service to get answers and confirmation. I originally ordered a van weeks in advance and when I didn’t get a confirmation, I called and was told that the location didn’t have a van so I had to switch to a truck. What if I hadn’t called? Thursday before my Monday move I called again and was told they wouldn’t have a confirmation until Saturday and someone would call me. Saturday came and no one called. I called them and I was put on hold for a while before I got confirmation which makes me wonder if they were figuring it out last minute. Then Sunday came and I got a call that everything was ready with the truck. I had ordered a dolly and asked if that was included too and the caller told me everything would be ready. I got there at 6am which was my order time and the truck was covered in snow and frozen shut. I had to call for assistance that didn’t get there until 8 so I lost two hours of my moving time. Also the dolly wasn’t there. I feel like if they took the time to put in the dolly the truck like they said it would’ve been in better condition because obviously they’d have to clean off the truck somewhat to get the dolly in. The assistance was wonderful and very helpful. The truck was also great once it was unfrozen and ready to go. Otherwise I can’t say I had a good experience. It was frustrating trying to plan with no calls or emails of confirmation, and I had to rush to meet my movers because I lost two hours to the frozen truck which meant everything was off schedule for the day..MamdmbtahVersion: 2.4.0

Experience was decent - but improvements are neededI was able to use the app with some personal aggravation points. The app doesn’t tell you all the required photos needed before you get started. The damage assessment “stickers” are lame, and vague. My vehicle had some minor damage, but the vehicle wrap had moderate tears and cuts. It took me longer to take photos of all the “none” sticker marked areas. So I took a series of them and a video. The app errors while I was checking out, and then I was all done. Didn’t get an opportunity to upload all my photos. - Upon returning my vehicle, rinse and repeat with the software erring on startup. Once I get into the return again had to take a crap load of pictures again. Oh and the fuel.. Make sure you take good pictures of that gauge. I drove this vehicle 10 miles total.. after putting over $5 in gas I thought something was wrong. To my surprise, the gas was not full, and I was not putting more then 3 gallons of gas in that 15 foot vehicle. I know for sure I got more the 3 miles to a gallon. - The app should allow for us to upload a video. And, you will be walking back and forth between the key box and the vehicle. Lastly, it didn’t ask me if I put the key in the return... Asked for a picture of where I parked the truck, and then done... I wonder how many people walked away with the keys after all this steps needed to check the vehicle back in....JFJohnsonVersion: 2.3.12

UHaul auto tow dolly is awesomeFirst time using car dolly or towing a car. Success with no issues at all. We took our time. Cut trip into two days to drive in daylight only (easier to see where trailer body is on the road). Other bad drivers are what stress you. The trailer works well. The trailer’s straps were a bit worn, but still solid on our unit. Used my 2012 V8 Durango to pull a 2008 Saturn Aura comfortably from Pennsylvania to Connecticut. Take your time loading. The wheel straps were very secure , car hardly moves. Backing up loaded is an exercise in advanced theoretical physics, it can be done, but takes a long time, need multiple helpers, because imagine backing up mini tandem trailer semi…. because the mount deck pivots! Trailer goes one way, car another, that can go bad fast and cause damage. Avoid that. Pick places you can take wide generous turns and pick stop locations as if you are driving a huge motor home. Watch it’s fenders in side mirrors, it’s wide, to see how close you are to road lines as you drive, as you want confidence when facing construction and barriers. It pulled snug to my truck. I got 17mpg pulling this car, so lost about 4mpg over 200 miles of driving… not to shabby at all. Great tool to be able to rent..FW190-A6Version: 2.4.5

Equipment malfunction led to mileage overchargeOddly, this app is not allowing me to see what I am typing, just as the vehicle did not let me see the beginning odometer reading at the beginning of my rental. When I returned, I was unable to check the vehicle in without reporting the odometer reading at the end of the trip. The store was closed and the employees were leaving. I was frustrated because I mentioned there was a problem with the message on the instrument panel and I was concerned about the vehicle malfunctioning when I picked it up. It wasn’t until I returned the van that I realized that I had no way of knowing how many miles I had driven. While I was frustrated that I couldn’t get the data, I appreciated the assistance of one of the staff members, Melvin, who had just locked up and was getting into his car to go home. He helped me get the ending odometer number (which ended up being a problem because I know I did not use the number of miles it said I did) but I was glad Melvin took the time to help me and he stayed with me until I got all the way through the checkin process and got to my car. Although I frustrated that I was overcharged for the mileage, Melvin deserves recognition for his willingness to go out of his way to make sure I got safely checked in and back to my car..Linda R in VBVersion: 2.4.5

Blowout on Christmas EveI was towing my car on a U-Haul auto transport trailer on I-8 in the desert 15 miles west of El Centro, California when the right rear tire blew, destroying the tire and the rim. I contacted U-Haul roadside assist and Jorge contacted me and said he will be right out and get me on my way. Jorge determined there was more damage than just the blown tire and the trailer could not be repaired at the roadside and could not haul my car. Jorge made arrangements with a local U-Haul facility to replace my broken trailer after hours with one they had on their lot. A few hours later I was back on the road again towing my car behind me. I later found out that when Jorge received my call for help, he was leaving for Mexicali to spend Christmas with his family, who was waiting for him to join them. Jorge didn’t mention this until he got me taken care of and I had asked him what his plans are for Christmas. If there were 10 stars to give him I would certainly give them to him. He went above and beyond what a normal person would be expected. I am truly grateful to him and hope he and his family enjoyed their Christmas. Thanks Jorge!.Bonanza JimmyVersion: 2.3.7

Excellent Mobile App & Customer ServiceU-Haul’s Mobile App is the best thing to happen to U-Haul. Every time I’d step into a U-Haul location, they’d be incredibly busy and understaffed or staffed with employees who are less than eager to help....until I met Kristian at the Neptune Beach, FL location. I was having difficulties with the mobile app the first time I tried to use it. He was friendly, professional and eager to help make the process as seamless as possible. This is the second time I used the mobile app and picked up at this location. Kristian was again eager to help make sure I was all set. He had just arrived as I was pulling in and before he even got settled into the start of his work day, he helped take care of getting me on the road. The mobile app worked seamless this time and with Kristian’s help getting the key from the correct lock box, I was on the road in no time. Upon returning, he was outside and welcomed me in with a wave. I used the app to close out my rental, dropped the key in the drop box and left within 5min. Thanks U-Haul for the excellent app and customer experience!.Happy UHaul CustomerVersion: 2.3.6

Customer ServiceLet me start by saying that customer service is a dying art. Too often it’s impersonal or computerized. But that was not my experience with UHaul! Starting with a wonderful lady in Sycamore, IL who made ordering my truck & tow package easy! She even found me loading help when my original loaders backed out! To the gentlemen in Elgin, IL who helped me get my truck & secured the auto tow package for me earlier than store hours. I am a 65 year old woman & I drove the 15 ft truck with that big trailer for 10 straight hours from Chicago suburbs through to Kansas City suburbs—by myself, alone!! Let me tell driving through Kansas City Friday night rush hour traffic in the rain & wind is not something I relish. But I made it through! Which brings me to Anthony! After all that long trip I went to fill the truck up next door to the UHaul dealership on Blue Ridge parkway & got stuck when I couldn’t maneuver the trailer around the gas pump. It could have been really ugly except for Anthony (from the Blue Ridge parkway dealership) He made time to come & help me get out of this scrape. And the way he did it was awesome! Calm, polite, knowledgeable, and sooo patient! If you can find a way to clone him, UHaul, do it! As wonderful as your employees are, Anthony shines above the rest! Thank you, thank you, thank you, Anthony, for helping a stranger out & making her feel like a long time friend. While I hope I never have to move again, Anthony makes it sure that I’ll choose UHaul if the need arises..SeniorMoverVersion: 3.2.4

Annoying irrelevant notificationsChecking out or in with the app is not a quick process, but it’s an alternate method, and most times a better method, to waiting for a person to check a truck in or out. My biggest complaint is the notifications. I had been getting numerous irrelevant notifications from the app so I had turned off Lock Screen and banner, just leaving badges and Notification Center on. My last U-Haul rental was two months or more ago; and the time before that was almost 2 years ago. I don’t have any reservations pending and haven’t searched for any future dates or even opened the app in a couple of months. Well, today, in Notification Center it said “A Haul location is less than a mile. Tap to start pick-up”. The location it was referring to was the one I last used 2 years ago. Again, I have no upcoming reservations, searched, active or cancelled, so I find that interruption annoying. Other than NOT Allow Notifications from U-haul or deleting the app completely I don’t see how it can be stopped whenever I am stopped within a mile of that location..JeffreytstarrVersion: 3.2.2

I don't want to create an account!I was given clear instructions on the rules of renting & returning the truck before I left the premises, however, I was not made aware that the return process would be so tedious. Because I was busy moving, I didn't realize I had been sent a text message with a link to use upon the return of the truck. As instructed by the nice lady at the counter, I took pics of the truck, inside & out, as well as the gas hand & the mileage, however, the link I was provided did not allow me to use the pics from my phone gallery. I was to take the pics once I was inside the app & upload them but the only problem with that was I had already locked the truck & returned the key so I ended up taking random pics of the inside of my car because the app wouldn't allow me to move forward without doing so. I will attempt to call first thing Monday morning & explain, though. BUT!! My biggest issue was having to download the U-Haul app & create an account to even do all of that! What happened to the days where I pick up & return the truck & just drop the keys in the drop box?! GEEZ!!.Ms. SteeleVersion: 2.3.8

Buggy app, nice serviceLast weekend I tried using the app for two functions. The gas level on the rental paper didn’t match the actual gauge. The person at the outlet shrugged and told us to use the app to correct it. The function seemed nicely designed, but the camera button would not work to take a picture of the gauge. Later I used the return function. I got kicked out back to the Home Screen halfway through several times and had to start over. The last time I got all the way to uploading photos and it happened again, but the rental was no longer found on the Home Screen or Past Orders. However, I called Customer Service. I waited less than 5 minutes and Brittany was very helpful. She confirmed my return was completed and I could just hold the photos on my phone for a few days. It’s now Wednesday and the rental is showing in my Past Orders with no issues. I have used plenty of other apps including camera functions on this phone without such problems, so the app could use some work. But kudos on the service..HopingYouFixVersion: 2.9.1

U-Haul mobile pickupI tried the U-Haul mobile pick up and drop off for the first time. It’s a super convenient and relatively easy process IF your signal is good and IF there aren’t any issues with the truck. The first location I tried had a poor cell signal for me so it was a long and strenuous hassle. I ended up canceling the reservation and was fortunate to make it to another one before they closed. I had the owner walk me through the mobile self pickup in case it was user error. I had some issues with the computer accepting my license. It was about 5 different slow attempts. I understand it’s important for the business to ensure nobody is using a fake ID to steal their equipment but the pictures were clear every time and I used different backgrounds with varying angles in case it was a lighting issue. Everything after that was a breeze. It probably helps more if you have the app just because you can easily sign in using Face ID. Returning is much easier and faster than picking up. I would use the service again and hope it’s a quicker process..AmayZing NioVersion: 2.4.7

GreatWorks perfectly fine..D3N1J3LVersion: 3.10.1

Should improve location trackingIt keeps tracking location all the time app is opening even when not supposed to track. I think it drains my device battery..Non T.Version: 3.10.0

Pretty decent app for making reservationsWould like the option of drop off date and time on the reservation as of today I can only choose pick up date and it puts it in as a one way trip would be nice to have more options to choose.ColourTheNorthVersion: 3.9.5

Location for pickupI have called U haul to reserve a truck in the parking lot at the closest location to me. Then Reservations move the reservation approximately 40 miles round trip away in order to receive more money for mileage. Then I want to cancel the whole reservation. So I call and cancel reservation and suddenly there is a truck near me. Not a sales pich I care for..Return time wasterVersion: 3.9.5

Fantastic serviceFor 2 years I’ve had wonderful success with my service and support staff. Very kind, accommodating and helpful. Thank you. 😊.Cheeky BullVersion: 3.9.2

MrNice place and nice people I went to rent truck it doesn’t take more than two minutes and return didn’t take more than one minute thanks for your business..Moataz.fVersion: 3.9.1

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 3.10.3

U-Haul Negative Reviews

Could Be BetterThe app is interesting; some good and some bad, depending on the features you’re looking at. The check-in process was horrendous. I had to call customer support in order to check in, and only after I called them did I see a button magically appear that allowed me to finally check-in through the app. After the button appeared the check-in process was simple. I also take issue with me submitting my license information as part of my profile and having to re-enter that information with my rental. Why is U-Haul not able to bridge the gap between the features and fill in that information automatically? I also had to supply a second party contact for them to verify that I am who I say I am. I provided a credit card and photos of my license. Was that not sufficient? I provided my cell phone number, and my wife’s name, where they called me and spoke to my wife. This whole process can be removed, as it’s a waste of time, money, and easily exploitable. Had no issues with the return process through the app; that was simple. One big issue I had was viewing the contact. The app doesn’t allow you to zoom in, meaning you’re not actually able to read the contract with its size 1 font, forcing individuals to blindly accept the terms, burden customer service to make them read the multi-page contract to them, or not accepting the terms and not securing your rental because the contract is not legible. Sounds like a lawyer’s dream and a litigation nightmare for U-Haul..AstrofyzikyVersion: 3.4.5

Moon rental.Was supposed to pick up truck Tuesday 1.00pm. Waited til 5.00 - no truck. Was told no truck for another week. Had flown my family down from Massachusetts to help my daughter move on that day. Obviously after buying everyone a plane ticket we were going to stay in a hotel for a week and wait for a truck. Had to drive 300 mile round-trip to pick up a truck from North Carolina instead of Williamsburg Virginia, which was original truck rental location. Had to buy my own gas for that 300 miles. Got home 10 PM at night and had to leave the following day because we didn’t have enough time to load up the truck and leave on Tuesday. We did not leave till 5 PM on Friday as I had to load 26’ truck on my own in 100 degree heat. I had to buy a hotel for the night at one in the morning and continued the journey the following day. When I asked what else can you do the sales representative said well I’m sorry there’s nothing we can do about it the person didn’t return the truck. That’s what I call great customer service. So here we are five days later putting the stuff in the storage that should’ve been done Wednesday or Thursday. I think you get the picture not a very happy customer. I believe you gave me 200 miles instead of the 300 that I used to pick up the truck that wasn’t in the right location and I probably spent about $80 on gas for that 300 miles that I should’ve had to spend. Feel free to post this on your customer website for feedback. Yours Glen W. Moon..Gwm123!!!Version: 2.4.4

Extremely Poor customer serviceDo not rent from u-haul app. I ordered a truck, pads, a dolly and a furniture mover a month before needing it. I completed the on line form to be able to pick it up before hours. The day before I was to fly to Florida to pick it up they called to change the location an hour out of my way. I got to the store on time and the app made me recomplete the form. It required they call 3 people to verify my identity. I had given them my passport number when I completed the on line form but didn’t bring it with me so they had to contact 3 people by phone at 8am on a Saturday morning. Took 45 minutes to get the key. The truck was dirty including inside the cab. Inside windows were very dirty. Looked like previous renters had a dog that slobbered on them. The truck had no fuel in it. When I got to the house I opened the back and none of the items I reserved were in the truck. I had to drive to a local store to pick them up. I sent in a complaint. A person called me back and said there was nothing they would do about it as a reservation does not guarantee a truck, a location or any of the items I added. I was upset and questioned the use of a reservation. He quoted the U-Haul bible about no guarantees and when I said u haul was useless he hung up on me. I’ve tried several times to contact them again however seem to have been blocked from the on line form to file or they just make it very difficult to reach a person..AkimmichVersion: 3.2.3

TerribleWhen entering passwords constant errors and timeout functions when attempting to login. I plus I ordered items at this location but this location does not have. And I was charged for a dolly that they did not have a dolly fee that I did not receive and furniture pads that I also did not receive because this location does not have those items. It seems that this app sells you items that the location doesn’t have and then I am charged for them I’m quite upset I got a charge for three items that I didn’t even get. On top of everything else when I got to the location to pick up my U-Haul the app would not let me pick up there was no person to talk to I had to call U-Haul which had a hour wait for customer service. Attempting to go inside of the place that the U-Haul rents the lounge/bowling alley says they have nothing to do with U-Haul the app tells me to go inside and talk to someone well there was no one there I eventually after 50 minutes of waiting someone showed up and said that they had to check in the U-Haul‘s before I could run it another 20 minutes goes by I asked them about my furniture pads and my dolly they said they didn’t have it I asked him to take it off but they didn’t. They gave me their number stating that they would help me out when I got back it was an incorrect phone number. This whole experience has wasted my time and your company has stolen money out of my pocket absolutely absurd..Th3 RichVersion: 2.4.7

Self service nightmareI was notified via email the night before I was scheduled to pick up my rental that my reservation had changed to “24/7 Ride Share” When I arrived I had to download the app, re-enter all of my information and try to follow along in the now digital process to get the rental. The locks that held the keys are antiquated and did not open easily. I can’t imagine how anyone weaker than me(5’11, 210lbs, athletic) would have been able to open it. I ordered 3 pieces of equipment to be part of my rental, none of which were in the vehicle. I called customer service who then told me I had to go across town to the primary location and that they would have the equipment ready when I arrived. Before I left, I was approached by two older couples asking me what was going on with the truck rental and I spent as much time as I could to help them, while customer service is texting them. Sweet Christ, it was awful. I had to leave finally and went to the given location to pick up my equipment. Guess what? No equipment there either. Imagine that? Correction: *no equipment for rent* I needed a dolly for the move, which is why I requested three in the first place. I wound up having to purchase one. This was easily the worst U-Haul experience I’ve ever had. I only rented the U-Haul for 12 hours and wound up burning the first hour and a half trying to just get everything I reserved in the first place. If I could give less than 1 star I would..MikeSappVersion: 2.4.4

U-Haul has issuesWhen I initially created my reservation 3 weeks ago, I reserved a 20’ moving truck, as that size is what was recommended for the house my mother had. It would have been the perfect size too but the day before moving I got a call that there was an issue. Fortunately I had called back and checked my reservation because they changed my truck pick up location to an hour out of the way. When I called to fix this, they told me they had no other trucks available and gave me a hard time. Finally I got the woman to reserve a 15’ truck in the middle of my route (which is inconvenient). I also had ordered a furniture dolly and moving blankets which were not included in my truck. After sitting in a call waiting line for 30 minutes, I finally spoke to the only helpful person at all of U-Haul, the lovey Maxine Jones. She helped me and told me exactly what I would need to do to ~ potentially ~ get the extra mileage that I would use by making two trips discounted, and told me that if I brought my truck back late ( because I was making two trips instead of one ) that I would be charged a late fee. I was appalled but fortunately I had overestimated the time that it would take to move and got it back in the nick of time. All I’m saying is if you want your moving day to go smoothly and worry free, do NOT get a U-Haul. I’m gonna be trying to get a refund from these morons for at least 2 days now. You’ve been warned.Barey McOckinerVersion: 2.4.4

Slowwwwwww electronic check-in and poor customer serviceFrom the moment I started check-in, it was a problem. The app froze up and needed to be restarted 4 times. When I finally got to the last piece, I was waiting for someone to make the final approval. I waited for five minutes and finally sent a message...no response. The sweet woman working inside came out to ask if I had any questions about the truck but I was literally at the last bit of approval so I told her I was just waiting for that. I should’ve scrapped the whole thing and had her check me in manually because 9 minutes in and still no response so I sent another message. 10 minutes past and I sent a third message asking if someone could even respond to me. 14 minutes and I sent another asking if I needed to go complete my check-in inside. 16 minutes in and someone popped on the chat and answered saying to give them a moment and they’d have my check-in complete. No apology. No explanation. Literally acted as if I was disturbing their day. Checking back-in was significantly faster but then when it closed out there was a final message that said to return the key to the drop box. This facility has no exterior drop box so I ended up having to go inside to ask. What was the point of me going through the online check-in and check-out if it wasn’t faster or easier AND I had to go in anyway? Next time I’ll pass..13243546Rick777Version: 2.3.9

Bad experienceI reserved a 15’’ truck picked up at 6 am with a dolly but one day before the pickup day I was informed no 15’’ truck available so that I can get a 20’’ truck without additional fee. Actually I do not have much stuff and I wanted to move to a place require long driving distance (more than 4-hour driving). The change may cause a much higher fuel costs but I accepted because I have no alternative and no additional costs caused by this change. But at the pickup time, I found no dolly inside and the fuel was not full which may cause more fuel costs. I cannot move without dolly so that I wasted 2 hours (from 6 am to 8 am) for an explanation that where my ordered dolly is and why customer service said my contract never included a dolly. The agent there said there is no dolly available so he removed it from my order at 2pm on yesterday and he just left a note. I cannot believe he can easily change my order without a more clear and direct method such as a phone call. If I knew it on the day before moving day I can order another one at other location instead of waiting an explanation for two hours on the day of moving. I could not finish my moving until midnight, because the leaving time was much later than my plan, crowded traffic wasted my time and fuel. I really don’t want to experience this again and I hope I can get a formal reply with respect to all the problems..XzhsyxhVersion: 2.4.4

Worst mobile pick up systemSadly, U-Haul is the only game in town for a quick truck rental however, they are way behind in bringing technology to their mobile pick up process. Where other companies have used technology to create efficiency and streamline customer service —U-Haul uses technology to make you a part-time employee and requires to working overtime for a mobile pick-up — Upon arrival to pick up and return as well, you are required to provide a variety of photographs photographs of yourself, your drivers license , the truck, the odometer, the gas gauge — all before being given a combo to an old lock to retrieve a key from the lock box! It’s like being on an episode of some absurd reality game show! You’ll spend more time delivering information to U-Haul than you do moving whatever you’re renting the truck for. In addition, cell service is often spotty at their locations. U-Haul needs to take a page from Zipcar, Revel Bikes and even the now defunct Car-2-Go, brands which elevate the customer experience with technology. I dread the in-store customer experience at every U-Haul I have ever been to… The customer service teams are generally unfriendly and create an atmosphere where customers feel that they are a bother. The only thing I dread more than walking into a U-Haul is using their mobile pick up. There is a huge gap in the market and plenty of room for the birth of a new national truck rental brand to use technology and develop an easy to use service for millions of people..Bobby GreeneVersion: 2.3.12

Not working24/7 U-haul share is NOT 24/7. I discovered that many locations don’t offer mobile pickup after 5 or 6pm. 24/7 Mobile Pickup wasn’t functioning when I tried to pickup my rental. I was two hours late from the initial reservation, but no big deal because of mobile pickup… or so I thought. When I went to the dashboard to find the Pick Up My Truck, it was no where to be found. I’m so disappointed in U-haul. This is going to cost me hundreds more for trusting their service and relying on their 24/7 mobile pickup. They also never have an adequate amount of plastic moving boxes available to rent at any of the U-haul locations. The website and app are terrible. They need to update this software asap. It’s not intuitive or easy to navigate… and it LAGS. Was finally able to get Mobile Pickup to function only to be denied pickup because they were unable verify my account despite providing all of the necessary information. It’s after business operating hours and I will have to return the next business day if I want to rent with them. Now the move is delayed, again. I’m very frustrated and annoyed with U-haul. At this point I’m renting somewhere else. Apparently, they couldn’t reach my alternate contact so that’s why I was denied… it’s 1:30am. Of course they can’t reach my alternate contacts. Smh. I have wasted money, time, and energy dealing with this. How is an app this terrible in 2024?.TravelbabbelVersion: 3.3.5

U-Haul 24/7 Ride Share ruined my moveI set up a pickup for 24/7 Ride Share contactless pickup for an after hours pickup of my rental U-haul. My pickup time was 11pm. When I arrived on site I opened the app to begin the verification process and could only make it through step one, a selfie verifying the driver, before the app completely crashed out. It did this over, and over, and over again. My phone had full bars and 5G. Calling customer support for 24/7 ride share was no help, I was sent to an answering machine every time. U-Haul, do you know the meaning of 24/7…? I called regular customer support who told me I’d need to speak to 24/7 ride share, I told them I kept getting an answering machine and they just couldn’t believe that, they’re available 24/7! Yeah, I would’ve thought so too. The rep told me that I’d probably need to connect to the facilities Wi-Fi for the app to function properly. Why? Unfortunately, the facility did not have public Wi-Fi. They then told me to try the website. Each time I’d start the verification process there I was redirected to a page notifying me that there was a server error. I eventually had no choice but to move my reservation to the following day and now I’m out a non-refundable $157 deposit on the movers I had scheduled to meet me at my new home to help us unload and carry things upstairs, I’m also out of luck because they can’t reschedule me for today, causing me to have to keep this God forsaken U-haul for longer than the 24 hours, costing me even more money. I’m not impressed, U-haul. Enjoy my money..IKadieVersion: 2.7.6

Very dissatisfiedWe had a reservation for a Sunday. Called the local dealer who was assigned to us (on Pleasure Rd in Searcy AR) to change to Saturday. Was told not a problem, he would change the reservation and call him when we were ready to pick up the truck. Called him about 8 times over the course of 2 hours on Saturday with no answer. Drove to the dealership - it was closed with other customers waiting in the parking lot trying to contact the dealer to return their truck. Finally called UHaul to see if we could pick up the truck elsewhere. Waited on hold for 20 minutes, and was then put on hold another 15 minutes for a regional support person. Was finally (rudely) told how to pick up the truck using the app (which the local dealer had said was not possible). Picked up the truck (after a 15 minute search - it was behind a building across a busy street) but the dolly and moving blankets we has reserved we’re not in the truck. After another 40 minutes on hold was very rudely told there was no way to get a refund for the blankets and we would have to call the local dealer (who would not answer his phone) for that to happen. Finally gave up and bought blankets at a local store so we could make our move. We will definitely explore other rental options in the future - neither the local dealer nor Uhaul corporate appear to have any interest in customer service..P0nch044Version: 2.4.4

Rental on mobile doesn’t work!It looks simple and seems simple — did all the work on the app on my phone — license, credit card, distance. Got confirmation that all I needed to do was show up with my phone to get car. Well, that didn’t work, pressed ‘pickup my truck’ and ended up in an endless loop of ‘pickup my truck’ - then a message saying I’d done everything needed for 24/7 mobile pickup and to hit ‘continue’— and itnjust took me back to ‘pickup my truck.’ First person at U-Haul said I could just start from scratch, but I mentioned I had a reservation and a contract number. She refused to answer why there was no truck ready for me or how the app worked. Just, can’t help with that. Finally got someone to help, they asked for my license and credit card again. I thought it was unnecessary, but gave them. Then they realized I was already in the system. Truck had a gasoline smell inside so they tried switching the car. Suddenly my license showed invalid (while it had worked 5 minutes earlier and was newly renewed last month). An hour and a half later, I finally had a truck - and missed all my plans for the evening. The advice from the rep at U-Haul? Don’t use the app next time. Just call. It’s easier. This the bad review. I’m only giving it 2 stars because the interface was great and had it actually worked, I’d have been pretty happy..GatorNEVersion: 2.3.2

Would not recommend using 24/7 online serviceIf you’re planning on sticking to any kind of schedule, especially if you have a set time frame for people helping you move, I would not recommend using Uhauls 24/7 or pick up services. Long story short, it took me almost 2 hours past my pick up time to secure my truck. This process included a phone call to the listed help number, who redirected me to the 1800 number, because “We don’t know anything about that app, service, or software”. I was on hold for over 45 minutes with the 1800 number, which never did connect me to a live person. I finally got in contact with someone through the live chat option in the app. She was able to give me access after a lengthy wait for a response from her. When I asked her who I could speak with about the poor customer service I’d received thus far, I was sent a generic link to leave a customer review (which led to an error message), then she abruptly ended the chat session. Will not use this service again, and am seriously considering using a different company altogether for my next move. Side note: because I lost my help yesterday evening, due to the delay, I had to reach out to another friend this morning who only had a small window of time to help me move. Moving then took me two trips, extra time, and mileage and had to be done on July 4th. I guess holiday celebrations can finally start now....LandonB27Version: 2.2

Disaster with our rental...We rented our U-Haul from Yankee Peddler who was also rude and not helpful when our truck had a problem. The issue started after receiving the vehicle and realized the AC and fan did not work along with a check engine light. We had a 100 mile trip to move my son at college in 80 degree summer weather. I was told by Yankee Peddler that rented the vehicle to us that they knew about the issue before renting the vehicle and still allowed it to go out for this rental. They said that it was not their decision to do so and also not their problem. They told us that U-Haul knew about the trucks electrical problems and wanted to keep renting the broken truck. Their position was that they are not part of U-Haul even though there is an extremely visible lighted sign in the window stating that they are an authorized U-Haul dealer. When asked if they were compensated for the rental as a dealer they said and I quote “not enough to deal with things like this” Fortunately, when I called U-Haul directly and spoke with Cindy, she was terrific. That’s why I gave it two stars and not just one. Cindy with U-Haul definitely rallied and got roadside assistance out to us in under 30 minutes and stayed on top of it from start to finish. She was considerate, smart and a problem solver. Unfortunately, they could not fix the AC but we were able to make the trip and drop my son at college. The type of service I expect from a national brand like U-Haul. It would be great if Yankee Peddler as an authorized dealer was as considerate and caring..ThinktechnowVersion: 2.3.12

Fraudulent chargesRenter beware! Save the pictures you take before leaving the lot. I had fraudulent charges on a dispute and they say that it’s private property of U-Haul and will not share them with you. There was a toll & toll citation that was being charged in my name when it wasn’t the truck I rented. The first claims associate didn’t look at pictures to investigate but sent me the pictures from the tool which clearly is a different truck. This lead to unnessary stress of cancelling my out of state banking card (this will be a timely inconvienence) & the stressed emotions of NOT being heard and NOT being believed or rather falsely accused and fraudulently charged my account after emailing a dispute. When I asked him to look at the GPS travel log he denied that uhaul does that. I called back and spoke with another associate and she looked at the submitted pics of my rental to compare them to the tool pics and confirmed that it wasn’t the van I rented. Stand up for yourself when being falsely accused and falsely charged from uhaul. Make sure you save everything about that rental to avoid the stress this has caused and being treated like I’m a liar. They have the pics and they will not share. If the first person is rude and gives horrible customer support. Call again- there was two people that later helped that heard what I had to say and seen that it wasn’t my rental..AmAzolAVersion: 3.9.0

Location changed for pick up and drop off without my approval.Reserved a 20 foot truck weeks before our move. The night before the move, I get a call to drive 30 miles over a mountain to pick up the truck, because that was the only location with the truck. Once I arrive for my 8am scheduled pick up, the app tells me I have to wait until 10am for the location to open. Luckily, one of the employees show up, and we spend 15 minutes getting the paperwork in order (I chose truck share because it was said to be contactless). The 20 foot truck was reserved for another customer, so I had to take a 26 foot truck over a windy mountain to begin my move, which I am now late for the movers because of the hassle at obtaining the truck. The employee added 30 miles and took off $30 from the reservation. During my move, I get a voicemail from U-Haul that they have changed my drop off location to about 10 miles further from the original drop off. Some other customer needed the 26 foot. They offered me $50. The new drop off location was not well marked, and there was not an appropriate sized place to drop off the truck. Moving is an extremely stressful situation to start with, and while I will say customer service tried to amend the situations they personally put me in, I cannot recommend renting a U-Haul for a move..VADuke18Version: 2.4.0

Terrible experienceI have never written a review of an app before, but I feel so u[set by this experience that I simply have to. First I called the location to try to make a reservation over the phone. Man said the app is the way to go. Fine. I downloaded the app and it all seemed straightforward. I made a reservation and went to pick up the van. When I got there it wanted a picture of my ID. Fine. Then it insisted that I provide two additional contacts who can be called in the event that I do not return the van on time. Strange, but ok. Keep in mind I am a middle aged person with a spotless driving record and excellent credit. So far this quick transaction has cost me 20 minutes. Ok. I provide the numbers. Then I get some screen saying it has to verify blah blah blah. After waiting ten minutes for verification, I decide to go to the desk and speak to a live person. While I am waiting on line I get calls from the people whose numbers I provided because they are getting calls from UHaul and think maybe I have been in some type of accident. Horrible. Ridiculous and intrusive. Not to mention outright deceptive. After waiting behind some other irate people I get my turn—I’ve now been here for 40 minutes for what was supposed to be a quick pickup. My husband has to be somewhere and the man behind the counter is having some sort of repeated computer error so, long story short, we end up cancelling the reservation and leaving empty handed. 1.5 hrs of our time wasted with nothing to show for it. Do yourself a favor and call instead. So frustrating!.Hudson harrietVersion: 2.3.12

Horrible experience all the way aroundLet’s see, I reserved a truck and paid in full at order time. Then next day I get text that my pickup location changed, and they don’t have the size I ordered, about 5 miles away from original spot, but adds 40 minutes of driving because Birmingham at 5pm. On the way from out of town to get truck, I get another text, they changed pickup location again, not too far from the last one, but seriously? So get there to pick it up, the check in app won’t let me check out, says I owe $.93 (tax rate change since p/u locale changed) and it won’t let me pay via app, so I have o deal with the one guy trying to run a busy gas station at 5:30pm. Fun. Finally get helped and he says I owe $40 - I ask for what, he says it doesn’t say, just that it’s due. So, call to customer service - 20 min on hold and I talk to someone who says it’s a mistake and she has to get a mangler to fix it...and call get transferred to some other csr rep - I give story, back on hold, a loooong time, she comes back in, still working, back on hold... and The charge is for the safe trip insurance I didn’t order. I told her that, apparently this is a bill padding thing U-Haul does. I just pay because I’ve got crap to do and it’s already wasted too much time. Taking it up with them Monday. Oh, and their own webpage had a link to feedback that was broken. Penske it is from now on..TrafficalVersion: 2.3.12

Cumbersome and Sometimes RedundantThis app has tested my patience. A.) It asks for what type of truck or trailer you want. Ok. Asks your location. Asks for Date. Spinner. B.) Shows a list of trucks or trailers. Choose one. Spinner. C.) Again asks for date of pickup and location, return location and time. Shows rates. Choose one. Spinner D.) Confirm or back to A.) if you want to explore different sizes or options. App should allow you to see other vessel options for your time and location at this step. Spinner. E.) Choose additional options like storage, helpers, boxes, etc. For me I typically don’t need the extras but graphically each page of options emphasizes the options but not the skip. In small blue print you can find the skip option but even though I’ve used the app (and the website) at this steps many times, I still find it a bit difficult to find. I really want a big obvious Skip button. Spinner, Spinner, Spinner. F.) Contact Info and credit card to hold reservation. Spinner Yesterday the app crashed multiple times when choosing other than the default 6 hour reservation. I went for D.) to A.) several attempts. Eventually gave up and used the website. The website was a bit smoother but a lot of the same problems..BvhruskaVersion: 3.3.5

I wish I could give 0 starsWe scheduled our pickup for 8:00am, for which we arrived on time for. We pulled out of the lot with the truck at 9:25am. There was clearly a glitch in the system using the app which continued to say our information could not be verified. I can have some understanding for this, and understand that tech glitches are not necessarily anyone’s fault. However, what was completely unacceptable was the fact that we had THREE customer service representatives completely stop responding to us once we explained the problem through the live chat, all while my husband and I both waited on hold over the phone for over 45 minutes. Finally, my husband went inside the self-storage location to get help (mind you the man who helped us was a saint because we were there 30 minutes before they even opened and he doesn’t even work for U-haul, but he still resolved the problem for us). The fact that someone who doesn’t even work for U-haul was the one to resolve this problem after talking to three actual U-haul representatives should tell you something about the U-haul service. Had this man not been there or willing to help us, we probably would have been delayed closer to two hours. He also stated that he frequently has to help people with this because of the same issues we were having, so clearly U-haul is not doing anything to fix the problem. I will never be using this service again, and if you need to be anywhere with your truck in a timely fashion, save yourself the asinine headache of using this service. I will be trying to get at least a partial refund for the almost hour and a half of our time that we were delayed on an already extremely busy and stressful day..Caitlin M & Rick MVersion: 2.4.4

Made my move difficultI usually have good service with UHAUL but my move was difficult this time around. I always reserve at least a month in advance so my move will go as smooth as possible. I reserved a van using the online/mobile service for picking up and returning your vehicle with your mobile phone. I have used this service in the past without any issues and no contact with any UHAUL representative. The first issue is that I kept being moved to different locations. At first it didn’t bother me until they changed my pick up time delaying me an entire hour. So I am already losing money because I also reserved movers to assist with moving my stuff. The second issue is that I telephoned each location that I was moved to in order to request a dolly and was told a manager of the location will reach back out to me. No one ever returned my call and I ended up calling the 800# and complained about my frequent location changes and delaying me an hour. No resolution was provided but she indicated that she could add a dolly. On the day of the move, I was not able to perform the mobile check-in because of an issue with the equipment I requested. Lo and behold I had to go into the store. There was already a line of customers. I overheard the staff talking about they were checking in vehicles. I just don’t understand if the location opened at 9am, why wouldn’t your staff arrive earlier to check in the vehicles. After 40 mins I was seen. Of course there were no dollies. I wasted my time and money reserving on the mobile platform for no contact and the entire process was broken. I was so upset with UHAUL!.AgentsondraVersion: 2.3.12

Self-service feature is beta test level1) I had to photograph my license 4 times. Picture was clear each time. I did not get an error or further instructions, just kicked back out to the prior screen. 2) partway through the process I was asked to provide a phone number and name do someone who could verify my identity. I understand that, but you can collect that information when the reservation is made. At that time we should let people know this is going to be necessary and that you will be calling them. Most people answer their cell phones about half the time anyway, and when it comes from an unknown number even less frequently so Customers need to give the reference receiving the verification call a heads up. This going to be especially important for an off hours pickup, such as someone picking up at 5 am to beat traffic, etc. Put a reminder about this in the reservation and again in the middle of the check out process. 3) Upon return, no matter how many pictures I took of my dash board, the continue button never became selectable. An employee checked me in. Customer service is good at the El Camino store in Mountain View, CA 🙂 I’ve seen really long wait so you halls, so the app checkout and return is a great idea, but the app needs some work and the process does too..OrionEridanusVersion: 2.1.7

Money well spent (not)Before I ever arrived to retrieve my reserved truck, the man at the assigned store called me to leave a message that he had no trucks of that size and that he had graciously (sarcasm) upgraded my ride. Let’s be honest, no one wants a bigger rig. It’s hard enough to maneuver a larger vehicle to begin with, let alone needlessly making the truck larger. He did no one favors but himself. But I understand, it’s the cost of having a business such as this. When I arrived, the store wouldn’t allow people to enter (reasonably due to COVID-19) instead of explaining this, the owner laughed at me trying to figure out the cryptic instructions left on their door. I downloaded the app on site, which no one told me was something I would possibly have to do; using data I wish I hadn’t had to. Then technical problems ensued when the application wouldn’t recognize my password I had just created. I had to reset my password and then it remembered nothing about my transaction except my credit card number. Priorities. The cab of the truck I rented, had a directional pamphlet that someone else had left behind. Which really made me feel like the company’s safety measures towards COVID-19 were being taken seriously, not. To top it all off I paid extra for a furniture dolly, and I didn’t receive one. Money well spent! (More sarcasm.) I won’t be using U-Haul ever again..WorstmoveeverVersion: 2.3.9

Horrible experience!!!!I rented a U-Haul truck from Loveland store and lock. I had a six hour rental that was not beginning until 3 PM on August 20th. When I returned the Uhaul truck later that evening I found that my personal vehicle that had been parked in the U-Haul lot had been secured locked behind a chain and padlocked fence. I had not been advised that I had to have the U-Haul back earlier than my rental period. And I also had not been advised that I could not park in the spaces in front of the rental office. I contacted U-Haul customer support and was told the U-Haul office had closed down earlier in the day hours before my rental was over. With no other vehicle nor anyone to come pick me up the customer service representative told me that I would have to leave with the U-Haul vehicle and return it in the morning. I explained to her that that was unacceptable and that I did not plan to pay for the additional time for the U-Haul rental or the additional miles that would be put on because of this. She advised me that an email would be sent to the area manager who would contact me about this issue. I have not heard back from anyone from U-Haul about this. When I returned the U-Haul this morning once again when I was told they’d be open there’s no one at the office to talk to. When I completed my automated vehicle return I am being charged an additional rental period for keeping it overnight along with the additional mileage I had to put on the vehicle because I was not able to return it and take my personal vehicle. This will make me seriously question ever using U-Haul again if this is not straightened out and corrected..GraphicjacksVersion: 2.4.5

Worst experience ever.When we placed the order online it did not specify that in order to get your keys that you needed to set up the account. It just recommended you set up a account. Also no where did it tell you that if you were late getting there you had to call UHaul to reset the time of pick up. After calling the local number of the location 3 times the owner finally answered his phone and was NO help at all he never took the time to explain anything. Finally after on hold for over 20 minutes a U-Haul rep explained a little and changed the pickup time which allowed us to get the app to work. There is not enough information on the app for if you are passed the pickup time or how you have to enter the drivers license picture or even that a U-Haul rep will have to call you if the driver is not the same person who rented it. The truck had around a quarter of a tank of gas so you have to go get fuel before you even start! There was no one at lot to help you not even any instructions outside at the lot to help. The website when we booked it needs to explain how this works in detail so you know what to expect when you get to the truck. I had my 2 adult children with me who are very computer experienced and it took all 3 of us to figure this out. If no one will be at the lot for pickup or return this needs to be stated in big bold type set on your website. It was a terrible experience and will never rent like this again. Because 3 days ago I rented from another location and there was a person in the office who assisted us. Need to do better with your website because I was ready to cancel the whole thing and find another company. Moving is stressful enough and this procedure made it even worse..Ll50Version: 2.4.7

Horrible app and too much human errorFrom the beginning this journey started horrible. First off the app sent me to the wrong location. I would like to note I had made a change to my reservation by changing locations to allow me to use the app to pickup at an earlier time. Unfortunately the person who I spoke with must have never change the location because when I left at 6:00 am this morning it sent me to the wrong location. I kept trying to work with the app but the location settings would not work. After trying for over an hour I called customer service. They told me I was at wrong location and sent me to a different address. So after losing an hour and half on my journey I finally got the truck. The truck was great and had no issues with it whatsoever. The next problem came when I tried to drop off the truck at the same location I picked it up. The office we closed so I tried to use the app again and it still had me at the previous location. So after calling customer service and pleading with the rep to get a manager to make the the correction I finally we able to drop off the truck another hour and a half later. So I lost three hours time because U-Haul does not have the capability yet to use the technology they pay for. I paid for it and lost. Buyer beware!.Landry’s DaddyVersion: 2.3.1

Don’t ever use U-HaulDon’t have a financial hardship…they DON’T CARE. I never notified or contacted about a move out!! What happened to my stuff??? Super disturbing to me that I can't be contacted via email to be updated or notified that I'm about to lose my belongings, but there was no difficulty or trouble to send me an email with no issues with the subject 'Thank you for choosing UHaul', asking for my feedback and my experience(which they only allow you to do once if you get notified at all, fyi.) It's very rare that anyone even answers at the LAVEEN AZ location when trying to calI. You would think there'd be more appreciation and respect for a loyal customer of over 6 years! For the last several years the economy has been terrible and hard on people. I've had a financial hardship and surgery that kept me from being able to work, but I did the best that I could to keep up. That should've been clear that I was trying to keep my storage when I made a lump sum payment to clear the balance earlier this year! It shouldn't just be "business as usual" when people are struggling. There should be a way to set something in place when this is happening! Now I've lost everything I own because of lack of communication on your end. I WILL NEVER USE YOUR SERVICES AGAIN!.Blessednow11Version: 3.8.3

Road side assistance is horribleEnded up with 2 flat dual tire on rear passenger side of truck. Tires were in poor condition when I left the uhaul center. I used the uhaul app to request road side assistance at 5:00 pm. I waited an hour but the app still only indicated that my request was received. I called the 1-800 number and sat on hold for 27 minutes. Ernest then told me that my request was received but no action had yet been taken to contact anyone to help me. I was told someone would be contacted to assist me within the hour. I texted uhaul assistance an hour later and no one responded. I texted again at 75 minutes. Still no response. I called uhaul assistance again and waited on hold for 34 minutes. I was told they were now attempting to find a provider to assist me and would contact me within an hour. Again no one called me and I had to call them. I was then told no one would be able to assist until "some time" the next day and to contact them the following day. I called after I was done work the next day only to find out they still had not even attempted to contact anyone to assist me. This lack of follow through is inexcusable!!!! No return calls, no return texts and no service!!!!! I want to speak with a road side assistance supervisor and request that you contact me within the next 2 business days..Horrible Service TooVersion: 2.3.12

App is buggy and missing critical informationMinor annoyances: When picking up my rental, I was required to take pictures. That is fine; however, I had to complete the process twice as the app would randomly close. When provided my equipment contract, the app would not let me zoom in to view the text (it’s pretty small). I had to take a screenshot to view it properly. When returning the vehicle, the app shows two sections. One with an instructional video and one with written instructions. I would love to watch the video, but it immediately changes to the written instructions providing zero opportunity to watch the video. Overall, the app could be useful but with its bugs and annoyances, it negates any positives. Critical error: MORE IMPORTANTLY, the location I rented the equipment at was ONLY an in-town rental location. This was not specified on the app! I had to drive the moving truck all the way back to the city I rented it in after moving all of my belongings to another city. I understand the contractual obligations, but I would have chosen another location if I knew it wasn’t a one-way rental. This was unnecessarily costly and it cannot be changed once the contract is made. Overall, I do not recommend the app. Set up a rental over the phone or in person..Ya boy EthanVersion: 3.8.1

Not sure the convenience is worth enduring the terrible pickup processThis is my 3rd or 4th time renting a self-pickup Uhaul, and the only time I have not had to call support when attempting to pick up the van, despite following all their instructions online to a T. They REALLY need to figure out their app and take a cue from Zipcar or Getaround by streamlining the pickup process. While the idea of being able to rent a Uhaul in the neighborhood without having to go to a rental location is great in theory, the pickup and drop off process take about 10-15 minutes each so be aware this will cut into your rental time. You need to arrive at your pickup time ON THE DOT or your rental will be cancelled. AND you’ll be asked to upload multiple photos of the van, yourself, your drivers license, the odometer, etc. every single time so that a physical person on the other end can manually approve it before the van is unlocked. If your connection is spotty or the app can’t identify your location, then you should probably just forget about it or expect to spend 20 minutes waiting on the phone with a customer service representative. It is such a clunky time-consuming process it almost outweighs the convenience of being able to rent a van in your neighborhood..NicolemariemuellerVersion: 2.3.8

Pick up was easy. Drop off terribleWe picked up truck - it took a few minutes to confirm the info but it was basically easy. I rated it a 5. We dropped it off at another location 2 hours away. It was a Sunday night. They advertised 24/7 drop off. First of all the place wasn’t where it said. Addresses had been changed and we had to turn around and go several miles in the opposite way. I’m not sure whose fault that was but it cost us an extra 4.00 in mileage. We got to the location and there was no key drop. / anywhere. We went through the whole process on the phone. Completed the information and it closed out. There was nothing stated about where to put the key. We called the 1-800-uhaul number and after being on hold for a very long time- we spoke to a very nice lady named Leshon. We were on the phone with her for 29 minutes. She offered as much help as she could. There was just no drop box and the key would not fit between the space on the front door. We hid the key. She documented where we hid it. We will contact the place in the morning and spend a restless night worried that someone will steal that truck! This is a very bad flaw in the system! There simply must be detailed information about where to leave the key. We will never use this system again..AprilMay1987Version: 2.2.1

Cost is misleadingI arrived at the store to pick up the 15 ft truck. It was an older model and the Air conditioning was was out. Was told to take the truck to another U-Haul store which was several miles away. They said they did not have another 15 ft truck. The other store was in the opposite direction. I called that store and was told I would have to take it to another U-Haul store much further away in the opposite direction. I told them I wasn’t taking the truck anywhere to get the AC fixed and I would cancel this order and come get a 15 ft truck from them since they had one. The owner of this store magically came up with another 15 ft truck which was a much newer model with low mileage. I am a 64 yr old woman driving a U-Haul for the first time and had a 250 mile trip ahead of me. Why didn’t they give me the newer safer model in the first place? When I returned the truck to the store there was no one there to confirm I returned the truck. I stood there a long time after a very tiring day. I realized I would have to verify the return online. They didn’t tell me when I picked the truck up that the online return process would be so time consuming. It was a pain. So, they advertised the rental for under $30 for the day. It cost me $307 including gasoline. I am very disappointed in this U-Haul store..Tansell7Version: 2.3.12

TRUCK WAS A FACADE OF CLEANSeveral problems with this rental!! I asked the rep inside of the truck was clean. Yes ma’am…. The truck appears to be clean until you actually sit in it! Super nasty! The seats…. Dirty! The stirring wheel looked like it had spit on it!! The dash boards, floor and sideboards all dirty. The gas gauge was NOT at 1/4 tank!! It smelled of cigarette smoke! The bed of truck had trash and cigarette debri. I tried to upload that picture to the website and the system timed out. While trying to check in online your site kept asking my location from my iOS browser. It was on however, you NEVER recognized my location. I downloaded the app. That worked! Now I was able to check truck in…. You are asking for more return pictures! GUESSSS WHAT?? I already locked the vehicle and dropped the key in the door, due to frustration, so you won’t see those!!! Your app also asked if the truck was clean! My answer…. NO!! It tried to charge me!!!! Well it wasn’t “clean” when I got it! Again a facade of clean! By far this was the MOST ABSOLUTE WORST RENTAL. I left more gas in it than I got! If you try to charge me for the filth of your last renter, that was apparently somebody’s work truck, we will have very serious problems, even if I just go to the BBB! Very disappointing!!.NASTY TRUCKVersion: 2.5.1

Bade service, bad equipment water leaksI thought rent an equipment going to be easy like 1,2 , 3 but no! The first rent wasn’t in the the same spot that I received, and when I went there driving 45mints there’s no on can help to attach the trailer, they told me to get smaller ball, I drive back to bring smaller ones and change the pick up location to some place near to me, they told me they need 2” ball the one that I had before, drive back buy it agin and drive it home to load it, in the trip there was a storm lot of water when I finally get there and I want to unload it I found a water and water damages on my stuff, I called the costumer services they told me to call the round assistant to see where the damages are, some random guy come to my drive way try to take the trailer He accused me of lying because it’s 80degre and there’s no rain, he didn’t show any ID or certificate about who is he and what he is doing, I asked him about my stuff he told me it’s not his problem his job to take the trailer, I was confused, I called the costumerservices they told me it’s over due even I rent it on the 21st and he came on the 24th!! They give me 4 days stander. That guy call the police, I make a damages claim and I don’t know what going to happened, but for sure I have the bad experience ever:(.Sam BaderVersion: 2.3.3

HorribleI will have to say this is the worst place to rent from. The guy that helped me was very very very nice sweet and he needs a raise the lady with the blonde hair is very rude I was asking her a question yes she answered it but she was rolling her eyes and smacking her lips like she had a problem with helping me. Then I was about to ask her another question and she just walked out the door like I wasn't talking to her. When I first walked in the store she was the only person in the store. Not one time did she speak or say ill be with you or someone will be with you. When the young man walked in he greeted everyone and said give me just a moment please our system went down. Then when a few other customers walked in she gave them the same reaction. Now when I say this next part I don't mean to be racist but a white man walked in and she greeted him and asked him if he needed anything. I looked at her with shock because one black and three spanished walked in and she gave us a nasty look and attitude but a white man came in and it was like he was on top of the world. Now I'm not racist my mom Indian and my dad is French and Indian. But I felt offended by her attitude. This is my second time coming to this location and being treated rudely. The first time I came with my friend and the second was when I rented the truck today. You guys need some good customer service. Now for the truck, the truck was working fine when I got it. Then the parking brake wouldn't go off and the truck was jerking when I got to the station to drop it off. I hope things get better with uhaul and I hope someone talking to the blonde chick about her nasty attitude..Chocolate BarzVersion: 2.3.2

Horrendous experience with drop offI spent over 2 hours trying to find the location talking with multiple uHaul reps. I would like to say that a rep Carman finally helped me by being in the line with me for about 45 minutes when I finally was able to drop off the truck. I would also like to say the rep at 2920 Governers Blvd in Wilmington refused my drop off there when I could not find the 810 south walnut location. He also proceeded to give me bad directions telling me it was at a BP gas station which was totally inaccurate. I was disconnected multiple times by UHAul while on the phone before reaching Carmen. The rep at Monroeville also tried to help but was limited in what the could do. The roads to the 810 south walnut location were closed so I had to park in a lot across from Glacial Auto yo return it. The location did not appear safe and I was concerned that I may run into junk yard dogs. But I did find the drop box and returned the key. I did my best at the photos for the app drop off but I was walking away and did not want to go back while doing the app return process as the location looked dangerous and I just wanted to get out of there. I will only use UHaul again if it’s an absolute emergency and I have not other reasonable choice..Sj_chrisVersion: 2.3.2

App doesn’t hold reservations and stores don’t honor itReviews really do matter and that’s my fault for not checking before using this one or really this company at all. Made a reservation the day BEFORE for a trailer and an appliance dolly. Not only did they not have a clue about my reservation when I walked in THEY DIDNT HAVE ALL OF IT. THE 2nd moron working the desk response was “well it’s been a busy day” really???? That’s what the reservation is for! After the 1st moron thot it was funny she had to call what I can only guess was a manager to see if they could cancel my reservation, like I was still going to pay for a reservation they didn’t fulfill? This is my argument for paying people $15-$20 an hour. Total incompetence and lack of caring. Never mind that I had made accommodations for the afternoon to move stuff AND have other people help me move stuff. They just wasted multiple people’s time and money and probably being paid $15 an hour to sit there and be stupid. AI could replace these idiots no problem. Do your self a favor and read the reviews and don’t do business with this company and store. I’m realizing now you can rent trailers and dollys from a lot of other reputable places..Elfuego69Version: 3.2.1

Application unilingue anglaisC’est triste de voir une compagnie aussi grosse et qui se restreint à la langue anglaise. C’est comme un bon repas mal arrosé !.Froy62Version: 2.8.1

Crap appWorks very slowly. Constantly knocks out. Renting a truck on your own after the branch closes is an adventure. The application often gives a black screen, sometimes you can enter card data from the fifth time. Terrible.Serg5678Version: 2.8.1

BustedCancelling the rental flow just before hitting “I found my truck” (before getting the keys) considers it to be completed and registers the truck as “dispatched”, with no way to re-initiate the flow, and hence no way to get the keys. By total luck the assistant manager was still at the location after-hours, if that wasnt the case I would have been stranded thanks to this apps totally un-tested, garbage code. For the love of god hire literally just a single QA person..GrumpyBumpkinVersion: 3.2.3

Basically unusableThis is an incredibly buggy, slow, unresponsive, inaccurate app. It can’t recognize photos, can’t upload them, can’t check in or out, and is basically unusable. The website is just as bad, so it’s probably U-Hail servers or back-end code. Pretty astounding that a massive international company has this level of technological meltdown..Donnyky817Version: 3.4.5

App is unresponsive at timesThe app gets unresponsive and just frozen and can’t even use properly, please fix it 🙏.Alexiam69420Version: 3.5.5

App keep crashingThe app keep crashing when I tried to upload my driver lisence. I was ready to take the truck, but the app was crashing each time I tried to upload my driver lisence. It did it about 15 times, thank god the U haul website was working, otherwise I would not have been able to take the truck..Qwerty$aerVersion: 3.9.1

AwfulI’ve never had an app freeze so much. Hire new coders. This is unusable.AdamjwardVersion: 3.6.1

Worst system for a rental company everU-Haul has one of the worst buggiest slowest systems to rent a truck I’ve ever seen. App constantly closes down, loses progress and you need to redo selections. Plus it takes quite a long time to actually go through the entire process. Not convenient in the least..User1131Version: 3.5.5

Not working?I can’t start a reservation in the app. After selecting truck rentals, I see a list of trucks but the app freezes and I cannot select or scroll..Mid|NiteVersion: 3.5.4

FrustratingThis app is slow and glitchy..Bella-totVersion: 3.5.5

Terrible, slow, needs a lot of work donePlease fix this, U-haul is a great company please don’t ruin its online presence.Moody0011Version: 3.5.5

Constant hangingApp is absolutely unusable. Don’t waste your time just use desktop..Thesimpleway1Version: 3.5.5

Zero stars ratingWorst app ever. Freezes on every important option you’re supposed to click to complete basic functions. Can’t scroll down list because it freezes and doesn’t budge.Stickity DoodahVersion: 3.5.4

It’s so buggy, I feel like I am beta tasting in Jurassic ParkThe app is allergic to productivity..AnuragOn2Version: 3.5.7

Mediocre and brokenNot a high quality experience. Embarrassingly, the app sends me a push notification to "start my trailer return" from a rental 8 months ago. Fundamentally flawed!.Appstorereviewer1984Version: 3.9.4

Terrible app1 page out of 3 won’t open. Very hard to find a location. Never been able to book anything on that terrible app..SamgagzzVersion: 2.8.3

HorribleWorst app design and user experience I've used in a long time. Simply horrible.ShutterbandaidVersion: 3.10.3

Scammers, Worst Experience.I returned the truck with dolly. I tried to submit photos and complete return but app was showing errors when I was trying to upload. Then I talked to the employee and they said it’s fine. Now I got 120 dollars of fine for missing dolly..ItsmearjunsubyVersion: 3.10.3

Don’t bother.Can’t even verify their own passcode that they send you to login. I’ve never had a problem with U-Haul as a service, but this app is trash..Canada CornerVersion: 3.10.2

BadHonestly very bad app. It’s clunky, unintuitive and soooooo sloowwwww. It will take minutes to upload the return photos it makes you take even with excellent service. I have put in the same information about my licence etc. dozens of times. Not sure why it can’t save any information to my profile but I start from scratch each rental. I go into the storefront just to avoid using this app..AdrieitzVersion: 3.10.2

Garbage appMade picking up a truck more annoying than just going to the counter. Pictures wouldn’t upload even though they were taken. Just so bad..Meggs'n'eggsVersion: 3.10.2

AwfulSlow, useless, poorly designed.TwosleezyVersion: 3.10.1

Uses Dynamic Island to AdvertiseApp is running in the background and putting itself into the Dynamic Island so anytime you touch the island it opens the app. Intrusive and over reaching. Deleted the app..Snowons1000Version: 3.10.1

Really ??Not worth it.. you’ll just lose time.. go directly on your browser...Chris TremblayVersion: 3.10.1

It just doesn’t workAs others have said, this app just doesn’t work. It doesn’t load. It doesn’t show a reservation that I made yesterday, including giving my credit card. 100% useless.Midwife 1020Version: 3.10.0

This app is trash, and uva up online portal is garbage.I’m tired of struggling with this app just to pay my rent on my storage locker, the pre authorized does not work every month they are calling. This is the worst app I ever used in my life..B PreshyonVersion: 3.10.0

This blowsI can’t enter my information..Rooster1969Version: 3.10.0

WorthlessKeep deleting and redownloading thinking maybe things changed but still the same. Go through the several pages of being pushed things I don’t need to reach a page where the app just won’t proceed past. End up back on the website to book, wish I just started there..XRYWNxVersion: 3.10.0

Junk app and user experienceI doubt any of the people developing this app have tried using it outside of testing environment. It sends you looking for the truck then ask you to go all the way to the counter. Units are all imperial even though I’m using it in Canada..AK1237BmVersion: 3.9.7

So badApp is nearly unusable, when attempting to set a trailer to tow behind the truck it freezes constantly and won’t let me proceed with a booking.Diamond_BacaVersion: 3.9.7

WHY IS EVERYTHING AN APPIn what world has anyone woken up and said "uhaul is great but i wish there was no way for me to get a truck without downloading an app that i will download once and never use again" why is everything an app. nobody asked for this. who does this appeal to? in the board room was nobody like "hey this is a bit stupid, why cant people just use the website" that thought didnt cross peoples minds? i should be ceo of uhaul. let me do it..LeeeohVersion: 3.9.7

Can’t sign inThe sign-in page prompts for my phone number. When I enter, it says “Unable to send one-time code. Try sign in with your password instead”. First of all, there’s no option to sign in with a password. Second, I actually receive a text with the code even though it says it failed. There appears to be no way for me to sign in so the app is kind of useless to me..Abstract_undoubtVersion: 3.9.7

BugIncapable de me connecter ou trouver une localisation.FannyssmeVersion: 3.9.6

Fiabilité faiblePlante toujours lorsque vient le temps de transférer en amont les photos du camion lors de la prise de possession. Nous sommes toujours obligé de terminer avec l assistance d un agent unilingue anglophone au téléphone..Dan-QCVersion: 3.9.5

BugJust fix your app for the Picture is buggy asf :(.Minnegaby132Version: 3.9.3

Doesn’t workWon’t upload my photo. Why do we need an app for everything. Can’t we just talk to people?.Goodpodcast11111Version: 3.9.3

Just not workingOTP passcode times out.Pierre CollardVersion: 3.9.2

Le français, pas importantApplication semi en français, semi en anglais, qui gèle, qui passe à l’étape suivante avant que je puisse lire… Les étapes sont compliquées à suivre, pas toujours possibles à réaliser… la galère sur toute la ligne:(.YenamarrrrreVersion: 3.9.1

App is AWFULApp is horrendous.1222212222221Version: 3.9.1

GarbageYou cant swear in reviews but you can guess what i have to say. Game end yourself u haul..Anti anonymityVersion: 3.9.1

Service feeHey guys you have to use our app to return your truck but wait it doesn’t even work..VoltMoeVersion: 3.9.0

UnusableApp is complicated and never works the way it should, super confusing.KgjkerjrgglkpVersion: 3.9.0

This app SUCKSI’m honestly shocked at how bad the U-Haul app is, especially for such a big company. I downloaded it thinking it would make my rental process easier – it did the opposite. First of all, the app is incredibly buggy. It kept freezing while I was trying to check in, and it wouldn’t recognize my location even with all permissions turned on. I had to restart it multiple times just to upload my ID and photos. It also kept logging me out for no reason. The self-pickup process was a nightmare. It took me nearly 30 minutes just to get through the so-called “express” check-in because the app kept giving me error messages. Customer support was impossible to reach – I waited on hold for over half an hour while standing in a parking lot with all my stuff. Also, the interface is confusing and poorly designed. Important info like your reservation details and pickup instructions are buried in random tabs, and it’s not clear what step you’re supposed to be on. It honestly feels like the app wasn’t properly tested before launch.._rnzjgVersion: 3.8.5

Horrible serviceWas charged an over due balance that belonged to a person who I don’t know and for a transaction I was never involved with. Then I was refused service when my reference turned out to have an overdue balance. So I was forced to pay something I was not responsible for and then denied my rental because someone else owed money. Did nothing wrong and refused service is deprivation of character and slander. Do no do business with this company!.T.y Johnny boy AVersion: 3.8.4

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