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January 2025 by Tyler Barrett
Horrible experience
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January 2025 by Cap 5
They closed before 5pm, all 3 of the worker stood in there just looking
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November 2024 by Somnuk Gatesuwan
This store is one of the worst U-Haul ever. They have a bunch of thugs Behind the office desk they have rent me a U-Haul with a dead animal full of maggots stuck in the engine bay. The smell is unbelievable. I have drove from Dallas to San Antonio. Try to pinpoint where that smell coming from as we going leaving out of the town. It was already too late to turn back, we find out when we Stop at the gas station and decided to pop the hood And then we find a big animal rotten full of maggots. Chopping into pieces by the engine fan When we call for complain, the A gentleman cough an attitude right off the back, then think that escalated real ugly real fast. They basically tell me what the hell you want me to do about it lol. Finally get a hold of the manager of course they refused to take any ownership of this problem Group up with the employees I am still trying to resolve these problem as far as my Payment transition. Don’t go to this one this is worse one of the worst ever, and I have used U-Haul all my life
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September 2024 by Javar Wright
When I returned the vehicle I was overcharged. I called and was told rudely they are short staffed and it’s nothing they can do call 1800 UHaul. I asked to speak to the manager and she hung up ( white lady 50’s)I went there and the black lady 50 was rude as well. When I was talking to the manager she tried to rudely interrupt. The only person with common sense is the manager. He was professional and courteous black guy.. They need training on listening for comprehension not to respond. The two lady’s were trying to make Uhauls mistake my fault. Staffing issues is a UHaul problem not the customers. Everyone please check your mileage it might be a company practice to keep it until you ask for your refund. Anyone else have this issue?
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September 2024 by Salima Eddadsi
Pay attention to your final bill! They still from you! I was charged 2 days instead of 1… so check your bank account! Be aware
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August 2024 by Harrison
The worst location is Plano. Tried to scam me. Go to any other location.
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June 2024 by MARILYNN
Dominic is the best and he gives great customer service and very helpful.Yeah let's count
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June 2024 by Danny
A couple of weeks ago, I was making a big move across the country and visited this location to pick up a rental. I was not only stressed about the move but also anxious about driving a 15’ U-Haul with Auto Transport over 2000 miles. When I arrived at the lobby, the lady who helped me seemed almost bothered that I was there, but finally asked what I needed. She walked me through the check-in quickly and asked, “Are you putting your car on yourself?” I asked if it was hard to do, to which she explained that they print everything out so it shouldn’t be. We finished the check-in, and she quickly pointed out where my truck and the auto transport were (they were not attached to each other). Mind you, I had never attached a trailer before.
I looked confused, so a worker stepped in to help and offered to attach the trailer and pull them both around. On our way out, he asked if I needed help putting my car on, to which I responded, “sure!” He pulled the truck and trailer around, and I pulled my car on with his assistance. He started attaching the straps and chains when suddenly, the lady came running out of the store yelling, “OH NO, DO NOT HELP HIM. IF HE WANTS HIS CAR ATTACHED, HE HAS TO PAY EXTRA! HE DIDN'T PAY FOR THAT!” The guy assisting me looked at me in disgust and said, “Really? You thought I was going to do this for free?”
I apologized and explained that I had no idea it was extra to put my car on because I didn’t know how to do it. I told the lady that I would pay, but she turned around and walked away from me. I asked if she had my card on file, and she said, “yes,” then walked into the building. The guy continued attaching my car, and then the lady came back out and took pictures of everything. I got in the U-Haul and drove off, realizing that I had NEVER experienced such horrible customer service. It was NOT OKAY. I was embarrassed, stressed out, and felt like a CRIMINAL.
After looking at similar reviews about the customer service, I noticed a pattern, particularly with “Jessica” and her treatment of people. I decided to call corporate U-Haul to voice my concerns, only to find out that she is the GENERAL MANAGER! I also learned that U-Haul DOES NOT charge for attaching the car onto the auto transport, and I was never charged for this service! I was told I would be contacted by her manager but have yet to be contacted, which shows how little the entire management/ownership of this location cares about their level of service. DO NOT SUPPORT THIS LOCATION!
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June 2024 by Edgardo Rodríguez
Not very kind people, I did a reservation of a Dolly and after 2 weeks, just on my moving date they told me “we don’t have dollys for you”. The side mirror of my truck was broken and “fixed” with tape. Now I understand why Penske is more expensive, these kind of things does not happen with them.
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June 2024 by Alperen UGUS
Very rude.
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June 2024 by William Northcutt
Very professional atmosphere. Fast and easy service.
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June 2024 by Mike Thompson
This was the 2nd time in 6 months we've rented a 10' box truck. I'll only comment on our most recent experience (just know that the prior one was almost exactly the same). When I called this Plano location the woman who took my reservation was Extremely Rude. She put me on hold no less than 5 times, never once saying "can you please hold" or "I'm gonna place you on hold for a moment", just very short comments from her, then silence. It got to the point I had to firmly ask her to quit doing that, I never knew when I was on hold, I would just ask a question and no one was there. I didn't know if I needed to hang up and call back because we got disconnected or what? She asked if I wanted "Drive Safe"? for $15? I asked what is it...you could hear her sigh...and she said "it's drive safe coverage", again I said I don't what that means, So I asked is that insurance or something? She said yes and that We (UHaul) don't work or deal with other insurance if something happens, my fault or not. That no matter what or how damage occurred (even a no fault accident) that damages would come out of my pocket. I declined. I had to ask her 3 times what the cost would be based on the high end of estimated milage. She reluctantly gave me a price. Her tone and attitude was "I've got better things I could be doing right now". Just terrible customer service. When we returned the truck I was told to just leave the keys in it outside In the return Lane. Well because we brought it back early and under milage, and after leaving a $100 deposit I told the woman inside I wanted a $ total and a receipt before I left. She huffed and said that I'd have to go out there and wait until someone got around to checking it in. The time before and this time the gentleman who checked it in and ultimately helped us did a Great Job, he said he totally understood us wanting our total and receipt before leaving. Even though this guy explained he'd only been working there for 5 days now (new hire) he did everything he could and got us what we were asking for. I wish I knew his name and the guy from 6 months ago, they are the only reason we had even a hint of good customer service and a good experience. As a Manger in retail myself I can say that the 2 women my wife and I dealt with (reservation and return); should really look for other employment. And that the guys who work out in the elements should really be considered for inside jobs and maybe even management positions, that just how good They were.
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May 2024 by Mike T
Staff was very helpful.
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May 2024 by Richard Quintero Morán
Excellent attention from the office staff!! ?
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May 2024 by Doctor Cho
Go to any other location nearby. Avoid this place. They overcharged for multiple pieces of rental equipment, have terrible customer service, no staff available ever, and they literally put me on hold three time when I was trying to resolve this with them and they just hung up on me while on hold. They put me on hold for another 25 minutes and they are very unprofessional. Low quality customer service at its lowest possible form. They need to up their game here. It’s depressing to see something like this in Plano. They even tried to charge us for like $200 worth of furniture pads which we never reserved. We have to wait an extra 30 minutes because they couldn’t even access the app or the contract. Like what in the world. Get it together people.
