September 2021 by Ryan C.
This place is absolute flaming dog sh*t, don't waste your time or money! I setup a reservation online well in advance (at least 1 month) of a one way move from Rochester to MD for my in-laws. I flew up on a plane and got into town Thursday. I purposely swung by the rental location to make sure everything was good to go, entered correctly, and things would go off without any problems when I came to pick the truck up the next morning because we had movers that were paid in full showing up at 11AM. When I arrived, I inquired about why my original reservation said 7AM pickup request, and now it was changed to 10:30. I was told at this time someone had the 26 foot truck rented already, and had not returned it/needed extra time in the morning, but they "might" be able to get me out earlier if she returned it. I also had to go to another location to pickup the car hauler I had reserved. Well next day comes and at 10AM I get a call saying the lady needs more time and it will be noon now. I'm like WTF, so I call the movers and push them back. At this time he offered to put us in a smaller truck (15 footer and I rented a 26) which I told him wasn't going to work. They had a 26 foot truck on the damn lot but it was for "local moves only". At 11:30 I message the manager because they don't answer the phone and was told he hadn't heard from the renter, and he would touch base with an update. At 11:45 I attempted to call again (movers were gonna be there in 15 minutes) and again got no answer, so I texted him. I also started calling around for other trucks at this point because the manager Kyle Miller said "there are no guarantees". What is that supposed to mean? What's the point in making a RESERVATION. If I make a reservation at Ruth Chris, you know what my table is ready at my reservation time because their customer service doesn't suck sweaty ass like this place does. Anyway at noon I now have 3 movers standing in my driveway and no truck. Kyle calls at this time and says he doesn't have a truck for me and doesn't know if he will have one. At this point I am pissed and cancelled the entire reservation. I paid 800 dollars more (gladly) and drove 45 minutes to Waterloo to pickup a Penske truck, which was guaranteed and ready as soon as I arrived. I then proceeded to drive to a home depot to pickup the car hauler I need, again paying more money because these f*cksticks put me in such a jam. Luckily for me I returned with just under 2 hours left on the movers and were able to get everything loaded before my time expired. Uhaul, you absolutely failed at customer service. You General Manager Kyle Miller kept saying "I'm trying to help you" when all he was doing was pissing on my shoulder and telling me it was raining. He kept saying it's not my fault the customer hasn't returned the truck, and that may have been true, but IT IS YOUR FAULT that you booked too many reservations and didn't have enough vehicles to guarantee service. If your reservation service isn't guaranteed then it's a waste of time, and it might as well be first come first serve. From a financial aspect, I could care less about the money. I will 110% spend more money every day of the week to rent with Penske, Budget, Aunt Jemima's truck service, you name it so I don't ever have to spend another dollar of my money with U-haul every again, and I will encourage all my friends to do that same as well. We currently also have a storage unit here in Annapolis that we have rented for two years, and due to this experience I will be pulling my stuff and finding another vendor to store our items as soon as time permits. Thanks for screwing me and my 70 year old in-laws and making what was planned out to be a non stressful day for them terrible. Never again.
