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September 2022 by Gern B.
Giani was super nice and accommodating. Very quick, reasonably priced, zero hassle. Not sure what day/time the other folks here with negative experiences had, but I picked up on Tuesday at 5pm and dropped off Wednesday at 10am, zero line/wait either time.
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January 2021 by Kole V.
Very poor and rude service at 63rd st location. Just as poor of help for customer service on the phone. One week later still haven't fixed the issues. 10 for 10 would never recommend this place
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July 2020 by Tracy W.
The online reservation, check in and return makes the process better; but the in-person experience leaves much to be desired. This U-Haul location, like others, is understaffed and painfully slow. They know they are the only trailer rental around;therefore, its return business is NOT due to excellent and friendly service. The parking lot is a dangerous obstacle course requiring much skill and patience to enter and exit. Be sure to double check that you have everything you rented. We had to go back for other items we'd rented to help with our move.
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July 2019 by Ian K.
This may be the absolute worst company I've ever dealt with. I reserved a trailer a month in advance to move to Chicago for a job and was promised it would be available at 8 AM on the designated Saturday. Called to check twice in the weeks leading up that it would be good to go and they assured me it was. I get a call the day before I'm supposed to pick it up telling me the person who had the trailer before me will not be back by that time and I would not get the trailer until 6 PM Sunday. I asked for my money back and they refused. I had to take a day off of work on Monday before I even started. Customer service is garbage. I will never use this company again. If I could give it negative stars I would.
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July 2019 by Kurt O.
Walked in today to this store for propane, ring button for propane missing, showroom full of customers waiting for service while 2 managers discuss how truck 17 lost money last month and how to improve Profitability of the store, whole time one employee waiting on customers, I speak up and lady manager tells me I can take my propane tank and wait outside till someone shows up!! I will never return & will be taking my complaints to the top of the Uhaul food chain.
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May 2019 by Erika J.
I originally booked my U-haul over 2 weeks before the date I would need. For my move, my father and grandfather drove 6 hours to help us load a truck and drive it back 6 hours. I got a call at 5pm the day before my pickup (which was for 8am) and am told there is nothing over 10 feet available within 250 miles. I ask her if she is able to get anything in by tomorrow, she says no, because it all depends on when the customers return them. How the hell does a national company not know if they're going to have the proper inventory more than 12 HOURS before they're supposed to provide the inventory? This was already a stressful situation, which has become 1000x more stressful. Do not recommend U-haul in general, but especially not this unhelpful, disorganized location.
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July 2018 by Brandon H.
Simple fast service, was able to get U-Haul of course their is a line but I mean what business don't have lines the guys are friendly and talk to you while they try to hurry the line. It's a small location so I'm not expecting them to have a bunch of workers I mean it would be over crowded.
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July 2018 by Andy F.
Absolutely unorganized mess of an operation. Somehow worse than the Douglas Ave location. Five people waiting, one worker, no help. Avoid. U-Haul, get some corporate eyes on these Des Moines locations.
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June 2018 by Patrick T.
Swing low, sweet SLOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOW I felt so bad for the man working behind the counter, I was in twice today.. The first time I had to leave cause the line was so long and when you are in the middle of moving you can waste precious time waiting in a line where only 1 person is working the counter, checking in trucks, and having to ask about 40 questions to every customer who is renting a truck. All I wanted to do is buy some boxes to make moving my record easy.. It ended up being quite the chore... The man working behind the counter stayed positive and kind to all the customers and the boxes worked great so I gotta give him a 5 stars on politeness and patience, but a 1 star for Uhal on only having 1 employee doing all the jobs on a busy Saturday.. Average the 5 and 1 and get a 3..
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June 2017 by Bill H.
Still shaking my head in disbelief at the clowns who work here. Yesterday: I get there and had to wait til the middle aged clerk with a mustache got done texting on his cell. Then he asks me if I am paying cash or credit, because if it's cash he has to go get the other guy to help. I say cash. He sighs. "Well, I'm actually supposed to be going home now", he says to me. I give him the look. He begrudgingly fetches the other guy to help walk him through a cash payment. Today: This time I bring my girlfriend. Same middle aged mustache man with his helper. She asks them how much two boxes of bubble wrap and some tape cost. They take a look at the merchandise and give her an ESTIMATE. "I'd say around 45-50 dollars." She asks them THREE times to give her the exact amount so she knows whether to pay cash or credit. They insist on her deciding whether she is paying cash or credit BEFOR ringing it up. She says, "I can't tell you that unless you tell me how much it is exactly", and gives them the look. The customer ahead of us when we arrived looked like she just got done doing that same rigamarole with said clowns, judging by her look of bewilderment and exhaustion. Can I speak to a manager please? Second thought, just forget it. I have a feeling that wouldn't help anything.
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May 2017 by Steve Z.
Very poor service. 45 minutes to get processed and out the door and we were third in line. By the time we left the line was to the door. I felt sorry for the one employee doing the lions share of the work. Michael the "General Manager" would periodically make an appearance and then disappear again. He clearly did not care. There was no sense of urgency. I'd recommend renting elsewhere if you can. If not, get there early because you may very well be waiting an hour or more to pick up your rental.
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September 2015 by Casey R.
This is a great place to go... if you're interested in killing time for a while. I showed up on a Sunday to get propane and found 3 other people/groups in there. There was only one employee working there, and although he was not loafing that means a *long* wait when he has to ring people up, go through check-in/out process, show people how to use things, etc. Definitely not staffed anywhere close to what it should be. This seems very consistent to other reviews - maybe mgmt/owners think there's not many other options for people, or just don't care? Unsure. Ironically I was standing waiting next to the U-Haul marketing sign saying I would have a good experience and be acknowledged by an employee right away. The employee did not acknowledge anybody else the whole time I was there. After a while I gave up and went to a gas station off 235 that fills propane tanks, had zero wait there!
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July 2015 by Rob P.
This was the worst experience I've ever had when moving something! On July 16th I filled out the reservation form on the UHaul website. When I got the confirmation all of the times were wrong. After fixing it online with the same results I called the SE 14th location that it was reserved at. They told me it was already booked by someone else for the time I had reserved it for and they'd check around and call back. Two hours later I called again and they didn't have any notes on what I had called about. I explained I needed it for the evening, that I was off work after 4 so would get there around 5-5:15 and wanted it through 4 PM the next day. She said she found one at the store on Douglas and reserved it. I got an e-mail confirmation that again had the wrong times that said I'd pick up at 7 AM and return it at 4 PM. I called the Douglas store and they said there were computer problems with UHaul and they again changed the reservation. I got an e-mail that this time said I'd pick up at 4, which isn't what I had said but was at least in the evening, and that I'd return the following day at 4. After work I got to the Douglas store at 5:13, almost exactly when I told them I would be there. I went in and waited in line. When I finally got to someone he said they had just given it to someone else because I was over an hour late. I went through the whole thing with him again and he was completely useless and lacked the tiniest compassion. He said there was another one at the store on 63rd right then, but made the reservation time just 5 minutes from then! I raced over to that store, hoping not to get a ticket. When I got there they did have the trailer but they said I could not have it for the 24 hours I had asked for and that I needed to return it before 8:30 in the morning. This meant I would only be able to do one of two tasks for which I needed the trailer. This guy cared less than the last guy and said if I couldn't have it back before 8:30 I couldn't have it, though the wall clearly states it is a rental of 24 hours. I used it and returned at 8:20. I pulled up to the "stop and wait here to inspect" sign. After 20 minutes of waiting I went inside. The lines were huge. When one of the employees was walking out to help someone get a truck I stopped him and said I was waiting. He said I'd have to come inside and wait in these lines before they'd help check me in. Why do they have a sign outside saying one thing but inept people inside saying the opposite? I told him I was not going to do that and they wanted it back before 8:30, which it was, but they won't even take it. Clearly it wasn't as big of an emergency to get it back by that time as the guy last night had claimed. I said I was just going to unhook it right there in the driveway by the stop sign and they could move it. He said, "whatever" and walked away. I called the national UHaul number and told them these people were completely clueless and overtly inept, that I was returning the trailer on time and that I am leaving it right where the stop sign is since they wouldn't come inspect it, have it parked somewhere or disconnect it. She said she'd "update your account with that information." I think the whole UHaul company lacks one smidgen of compassion, interest in customers or caring of any type. I wouldn't recommend this company to my worst enemy, and especially not the 63rd Street location, Douglas location or SE 14th store.
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June 2015 by Ryan C.
If I could leave a rating of zero, I would. When I arrived I was the second in line waiting at the counter. I was still there for almost forty minutes even though I had checked in online to speed the process along. In fairness, they were busy however there were plenty of employees walking around and no one seemed to care. When I left there were eight people in line and I felt pretty bad for them.
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September 2014 by Nicki A.
I went to the 63rd Street location to have a hitch installed on my vehicle. The employees at this location are slow and rude. They did not great me and instead seemed very annoyed that I was there. The employee at the front counter told me they did not want to install the hitch to my vehicle. I asked if they were able to and he said that they could, but they didn't WANT to do it. The other employee walked out and yelled back that he also did not want to do it. Ummm...Isn't that your job?? I paid over $300 for this service and could not believe the level of rudeness I received from these people. They finally agreed after I told them that I was moving very soon and needed the hitch installed ASAP and that the Douglas Ave Urbandale location could not do it and had referred me to them. When the installation was finished they called and told me to pick up my car. I arrived 15 min later and no one was at the counter. Finally an employee came to the counter and once again was very rude and seemed annoyed by me. He processed my payment for the service. He then told me that the Douglas Ave location that had referred me did not include a part that was needed for the hitch installation. They told me they had to get it and that it would be at least another hour for installation. Why did they tell me to come pick up my car???? Why did they have me pay for a service that was not completed?????? They had no answer for me. These people are morons. Why on earth would you tell someone that the installation is complete and that the car is ready for pick up even though this was not true? AND have them pay for an incomplete service? AND that there will be another hour wait? By this time, my wife had already dropped me off, so I had to stay and wait. Do yourself a favor and go to the Waukee location. Gary is wonderful and very helpful. The one on SE 14th is also better. DO NOT GO TO THE 63RD STREET UHAUL LOCATION. TERRIBLE!!! The Douglas Ave location is just as bad, if not worse!!
