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May 2023 by Corinne D.
They couldn't get the transaction to complete on their end, so kept having me reinsert my card. A couple hours after I left I checked my account and saw that the total was changed 4 times. I called them and was given a number for corporate customer service who told me it would take 3-5 days for the hold to expire. They told me that it was a store issue and they couldn't help, offered to transfer me to e-commerce but didn't actually offer any customer service. The call to e-commerce hung up on me before connecting to anyone.Moves are stressful enough without having additional money unavailable. There was no accountability and no resolution.
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September 2022 by Melissa T.
Extremely unprofessional. They do not answer their phones consistently, staff isn't well trained to give proper information, and cost me more money. I tried emailing general manager Javier - with the name, phone number and email address given to me when I rented a storage unit - he never called me back or returned my email. I was told to park the truck I rented for 4 hrs (to return after hours with after hours procedures) in the parking lot across the street. The staff left me no actual space to be able to do so. I parked the truck as best as I could across the front row of trucks in their parking lot. City ticketed the truck for being halfway in the driveway and halfway on the city sidewalk. Uhaul deducted $91 out of my bank account a month afterward. For the ticket and "admin fee" of $30. I spent 2 days, and 2+ hours collectively between calling Uhaul customer service and being on hold, and composing emails - with no resolution. I was told "I highly doubt he told you to park like that" via email from Uhaul customer service ticketing dept, and "take it up with the city of Philadelphia." I emailed him back telling him they took $91 out of the $120 I had left until next payday. Didn't respond. Absolutely could care less. The general manager of the actual facility - never responded. This is how they do business and absolutely only care about your money. Take your business elsewhere. I have receipts for everything I'm stating here.
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June 2022 by Samuel W.
An absolutely horrible experience -- I showed up at 4:15 PM to pick up a truck (a 4:45 PM reservation). Our truck should have been been there, but wasn't -- the salesperson said that there was no alternative. Our truck eventually arrives 15 minutes before closing. The salesperson, who was extremely rude and not sympathetic at all, refused to give me the truck because it would be mean that he'd have to stay a few minutes after the 5:00 PM closing. We have to move at 9:00 AM tomorrow and now don't have our moving truck. Avoid this UHaul location at all costs!
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May 2022 by Ron C.
I needed a truck to move a bunch of items one way to New York. The way that U-Haul works for one-way moves is they won't tell you where your truck will be assigned to you until a day or two before, which made me extremely anxious. I had asked for the U-Haul location at 12th and Washington, but the day before I was assigned this location. Which was fine because it is equally convenient to me and I had actually not even known it was here. Unlike my prior experiences at the 12th and Washington location, when I went to pick up the truck it was not crowded at all. The location was super clean and well organized. The truck I needed was available. Javier helped me and he was knowledgeable, courteous, and helped me pick out a few other items I needed to purchase. The truck was clean and drove well. Javier showed me the few things on the truck that I needed to know in order to drive it. The whole experience was very efficient. Next time I need a truck rental I'm going to come here as my first choice. I've read some of the other negative reviews here, and that was just not my experience at all.
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May 2022 by Grace S.
I had to move out of state and had planned ahead to get my Uhaul - when we got there the truck wasn't available and there were no Uhaul for us to use. It made my moving experience extremely stressful. The people at the front desk were VERY nice - they did call all over to see if there was one available but the poor planning was the worst thing I've ever seen. We could have been really screwed. Luckily Home Depot had a truck available for us. If you're planning on using this Uhaul place - expect the worst. They don't have a truck for you.
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February 2022 by Josh R.
Just about every aspect of this experience was dreadful. As the girl was helping me, she was resting her head down on the counter. They were rude and nasty, and when I asked a question about this random $100 fee she nearly lost her temper with me. They gave me the keys to the wrong truck TWICE, and on top of that they forgot to give me the keys to open the back. The only redeeming quality is that when I called to let them know I drove all the way home before realizing they didn't give me the keys for the back, they did have a young man drive to me and unlock it. I should have listened to all the other awful reviews about this location.
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August 2021 by Aundrea R.
Never again! As if moving isn't stressful enough especially when you're moving out of state. Uhual was happy to add to that stress. Reserved a truck over a month in advance at this location. Got a call the day before our move that the location we preferred didn't have any trucks and we would have to drive 45 minutes away to another location. Frustrating, but okay. Might have been less frustrating if the people working here and the regional office didn't have "it is what it is" attitude. Luckily we have a car so we will drive 45 minutes out of the way, no problem. Let's be clear though, there are a lot of people in the city that don't own cars and rely on a quick Uber ride or public transportation. If I had to dish out money for a 45 minute Uber right the day of moving I'd be even more pissed. So we call the next location to confirm only to find their phones aren't in service. So then we call uhual customer service to see if they can confirm the pickup - nope. Zero help - "not sure what to tell ya. Just wait for them to call you to confirm". We are driving out of state - not what I want to hear. Well, we finally got through to Uhual in Media hours later to hear "we don't know why they told you to come here. We don't have any trucks available." LOL (let me be clear - this was the nicest person working for uhual - my issue is not with this location). So, I called Budget even though it said they were sold out of everything online, but with much better customer service they were able to find us a truck last minute. They had much better communication which is what you want when you're dishing out $600+ and moving in less than 24 hours. I will never use uhual again. Horrible communication and terrible customer service. People here will roll their eyes and say "well what do you want me to do about it" - I don't know? Honor a reservation from over a month ago? BYE!
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July 2021 by Britta G.
WORST EXPERIENCE EVER. STAY AWAY. My friend and I rented a van for a few hours and once I returned the van, it was after hours and no one informed me how to return the key. My phone was dead from driving all evening, there is NO charging cord in the vehicle and it was late at night where, as a young woman, you don't want to be standing around alone. The key said "SPARE KEY" on it, so I thought the best way to return the key would be to lock it inside the vehicle on the side door for them to get in the morning. The store then called me 6 times at 6:30 AM about the key. I explained to the man that the employee who rented me the van never told me how to return it, other than what spot to park it in. He then proceeded to tell me that they would need to charge me $100 to get another key. I have to pay $100 for BAD CUSTOMER SERVICE??? Nah. Don't go here. They treat their customers like garbage.
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July 2021 by Jenna W.
My card was charged $121 for a parking ticket that was issued an hour AFTER my return. 1. I checked on my account it says to pay the fee by a date that is still not up for 6 days. So why was my card charged now without my knowledge? 2. They give you the ticket number online and I looked it up, it noted that all four wheels were on the sidewalk. Impossible since they have a parking lot and you park in a lettered spot. 3. It took me 3 different live chats for someone to finally send me my return photos, which they kept saying would come in 15 mins. 2/3 of the reps didn't even send them. 4. My return photos show I am FULLY in the parking lot. 5. The chat could not help me with a ticket issue and I have now been on hold with customer service for 1 hour 18 minutes and 13 seconds and counting. The hold music turned off at 56 minutes. I assume they will never answer.... Update: Finally answered the phone. I was passed around between 4 different people before I got to someone who could help me. She said she'd issue the refund, then just hung up. Sooooo 3-5 business days, we'll see....
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March 2021 by James R.
Worst experience I've ever had with uhaul!! I use them every time i move or when i need to more large items but i will NEVER use uhaul again after this. I am Moving across the country (east coast to west coast) and needed a guaranteed rental on specific days so i can meet my move in deadline. I tried to book far in advance to make sure i had everything i needed. The website says they will "call me with availability". Well they called. They hung up on me the first time because they just couldn't be bothered with questions. They wouldn't answer the phone when i called back. I called from another number and i finally got through to someone. They person on the phone was very rude!! And they pretty much said they can't guarantee i will have my truck there when i need it. WHAT KIND OF MOVING TRUCK BUSINESS SAYS THAT?! she continued to be nasty and then we told her we would look into Penske to see if they have any and she hung up on me. Minutes later i received an email that said my reservation was cancelled. I didn't ask for that. What is going on over there?!
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May 2020 by Lyndsy Alexander
Was charged $50 extra because they "hadn't processed the return yet" then they said I drove 35 more miles than I actually did when confronted about the issue was told "it is what it is." Will never rent another uhaul again.
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November 2019 by Afton J.
Be very aware--this place will manufacture damage to their trucks that you did not cause and will charge you for it. If you must rent from here since there are few places in the city, make sure you purchase the insurance they offer so that they only charge you an extra $150 for damage that they or someone else walking down the street caused.
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July 2019 by Pa1idine ..
This place is understaffed. Expect a huge wait time. There is NO customer parking so you will have a difficult time trying to find a legal pace to park your car. The staff that I spoke to was unprofessional. If I did not have a need to use this particular location I wouldn't have.
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July 2019 by Sam T.
The staff was very friendly and polite, they helped me with everything I needed and I felt like It was my experience yet at a U-Haul...
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June 2019 by Herman H.
Customer service at this place is not great very rude service people when asking questions no help in solutions for your problems. The 19.99 feels like a tick when renting. There are more place to rent don't go here.
