Overall, I am impressed with the tone of the people I have worked with and the quality of the trucks I have used with uhaul the two times I have rented from them. However, I have been extremely frustrated with the lack of efficiency or lack of communication problem that I have experienced both times I have rented. The first time was in May and after driving 650 miles to my destination I was given a location to drop off the truck to by customer service. When I arrived at this drop off location they informed me that I couldn't drop the truck off there and I had to drop it off at another location across town, in another city, which ended up costing me more gas and time! It was extremely frustrating, especially when you are tired and just ready to be done with the move. I would think that this company would have the kinks worked out to make moving less frustrating and more flawless.
I rented another truck this past weekend, on Feb. 25. The day before, I realized that I had never received a call from uHaul to verify my reservation and that caused me to get a bit nervous. I had a big move to make the morning of the 25th with a lot of people I had planned on being there to help load the truck. I decided to check my confirmation number online. When I did this, it showed that my reservation had been canceled. Of course, I panicked and was upset because I had no idea why it would be canceled. I immediately called customer service and they couldn't tell me why it was canceled either, saying that it was really weird. So, luckily they were able to set me up with another reservation and it all worked out. I was also told that I could use the free storage facility located in ROY, UTAH, which is 8 miles from the destination I am moving to. When I actually arrived in Utah and I called customer service again about dropping off the truck, I was told that the ROY location could not be used as a FREE storage location. Once again, I was given the wrong information. I ended up taking it to Ogden to utilize the FREE storage facility. Then, once I arrived there and was shown where the FREE storage was located, I decided to not even use it because I would have had to unload all my stuff and walk it to the back of a huge warehouse to get it into the storage. I wish I would have been told this. When you have a 20' truck full of stuff, you just got done driving 650 miles and then you have to unload and walk everything, that is not the best news or the best way to service the customer. Seems like they would figure out an easier way to access this storage facility. It was ridiculous. I didn't end up unloading there. I still have the truck and I am going to find another drop off location today. I hope that goes smoothly. I ended up having a family member allow me to store my stuff in their garage since I didn't have any time to make other arrangements for a storage facility that I could drive right up to. I hope that uHaul can get their communication to the customer right, because other than that, they have been great! I do plan to rent another uHaul when I have to move my stored stuff to my apartment next week. I really like the trucks and that is what has kept me coming back. I share these complaints with the hope that they will use this information to make the customer experience better and more flawless. Moving is already a stressful time and I shouldn't or anyone else have to worry about the truck rental part of it. I have paid a lot of money to utilize these trucks and I wish it would have been a better experience overall.
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