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June 2023 by Thomas H.
I have been a long time U-Haul customer. I have always received top notch customer support service which is why I continued to do business with them over the years. In my recent experience with them the materials I requested, the movers I contracted , and the customer service I have relied on while doing business with them have all failed miserably. 1.) In my prior experience I have received a free month of storage while using their services. One would think that using a "one way service" prior to and also using an "in town" service currently would qualify the customer for something they only need a "one way service" to qualify for. I explained that I was a long time customer that has spent thousands of dollars with U-Haul and was met with obstinate responses saying that I should have changed the reservation to a "one way service from Austin to Austin" if I wanted to take advantage of the promotion - which makes absolutely no sense. The only reason I chose U-Haul for both my moving truck and my storage was because of the promotion and familiarity with the brand - there are options out there that are far more affordable in the same approximate location as far as a moving truck and a storage options are concerned. Do yourselves a favor and do business with those people and not these people. 2.) The movers I contracted damaged my bed frame and other possessions in the truck because they didn't load it properly. Then, to literally add insult to injury, I was contacted mid-move by the movers manager to let me know that there was a previously undisclosed charge to offload my possessions into my storage unit. There was absolutely nothing in the contract about me having to pay for both a load and offload in the two hours I originally had the movers contracted for. The manager of the movers contacted me repeatedly and told me that he was going to retract his movers if I didn't pay the $135 he requested. The movers literally held my possessions hostage until I paid them over cash app. In addition to paying the manager over the phone I tipped the men $40 each because I didn't want them to feel like they were getting hosed. 3.) Even after explaining these issues to the General Manager of the storage facility, she was still adamant that the $21 difference between a "one way trip" and my "in town trip" wasn't able to rectify my experience even though there is a recorded loss of $155 on my end due to Uhaul as a companies unclear business tactics. I will now have to settle for a total loss of around $400 (in combination with having to reschedule and pay for a different flight as a result of being locked in their compound for 45 minutes. $300)) and sever ties with ever doing business with this shady group ever again. My family and I have used U-Haul for generations. It's really sad to see any sort of brand loyalty going out the window because of a situation that had an easy fix.
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June 2023 by Angela C.
Amazing place!! Very helpful staff! Me and my mom went to about 3 places before them and as first time renters we were looking for information on pricing and storing a motorcycle which was the main thing we wanted to store. All three places were rude or not helpful. But here they gave us amazing information and let us see the unit before deciding.and even got it clean for us that very afternoon.my family started filling it that evening.the hours to get in are very flexible.and rent is very good for a 10x10 very recommended.very safe as well
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October 2022 by Danielle C.
Please heed my advice and DO NOT rent a storage unit here. The facility is disgusting, it smells like sewage inside the "climate controlled" area. Rat traps in units too. Hours were changed for customer storage access and we were not informed during move in. The elevators shut down in the middle of our move. When attempting to leave the property, the gate would not open due to the aforementioned. The storage hours are until 10pm-however-they closed at 8pm, unknown to us. I was stranded at the exit, at 9:30pm unable to leave. I texted and called the "after hours" manager with no response. I had to park the U-Haul at the facility and have my friends come back to pick me up. The following day when collecting the truck, I stopped in the office to inquire about the hours of access. The manager stated the hours are changed temporarily "for security reasons" and that this "information is not available online". (So we would've never known) This information was not conveyed to us at move in either. When I asked why no one responded on the after hours number, the manager stated it was her cell number and it's for "emergencies only". She also stated "I don't get paid for that (answering calls after hours)" and "it's "my discretion whether or not I answer". Please avoid this place of business to save your time and frustration. They do not care about you or service.
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August 2021 by Samuel W.
It's hard to know where to begin. Do not go here if you have any other choice. I ordered a Ubox online ahead of time and when I got there on the day to pick it up it wasn't ready. People next to me had the same issue. Other people came out and said their truck was broken. Had to wait eight hours for it to be ready. Zero customer service, no one that worked there seemed to know what was going on. When I tried to talk to the woman up front--who was in her car out front crying when I arrived--she didn't look up from her phone and gave me one word answers. Watched an employee back up a big haul truck into another one repeatedly then drive it over a trailer hitch. The general manager, Pono, also displayed no customer service. Was super unprofessional and uncommunicative. What a mess. This place needs a total overhaul.
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February 2021 by David G.
I used a large truck (26 ft) for a 6 hour trip. The truck was great and was relatively new. Everything went great. I hadn't moved in many years (until now). U-Haul made everything go smoothly and easily. I would use them again.