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December 2023 by Winton H.
For the several times I've rented from here my experiences have been wonderful. Mike at this U-Haul location was super helpful during my last visit. It was my first time towing a trailer and had some issues with my hitch setup. He helped me out with the issues and we were able to resolve the problem and got a motorcycle trailer hooked up to my car. Highly recommend this location and I will continue to do business with them!
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December 2023 by chaous riddle
They certainly came through for santas without chimneys! Thank you so much, you guys rock!!!!!
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August 2023 by Jose Pedro Cruz
Absolutely happy, location is clean, organized. The person who attended me was very polite. Congratulations for the work done. This is an example that companies can make money and provide a good service to customers.
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August 2023 by Noel Gamez
Quentin and Omar are awesome! Amazing customer service and very helpful. If your looking for a UHUAL place this is the spot to go in Madison. Service goes along ways!
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July 2023 by Doctor Schmee
DANGEROUS, NEGLIGENT COMPANYBoth website and pre-tow inspection verified my car was able to tow the trailer I rented. Turned out to not be the case. Put me in an unsafe situation and I needed to have my car repaired halfway. Did not offer refund and I paid additional thousands of dollars for a new moving truck, auto transporter, gas, hotels, and airline ticket changes. Sicked their insurance claim agent on me rather than fairly compensate me for their lack of fudiciary responsibility. My lawyer says I'd win the case but his fee and the payout are not worth it.Will never use U-Haul again.
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July 2023 by Amy Anderson
I am at a loss about this U-Haul location on Packers Avenue in Madison, WI. I made my original reservation for a cargo van on 6/16/23 (for later the same date) by using the U-Haul website. I received confirmation that my reservation was processed and approved. When I arrived at the confirmed time on 6/16/23, the U-Haul staff couldn't find my reservation in the computer system. The young woman informed me that there were no cargo vans available at any time on 6/16/23. I then asked her to schedule a reservation for a cargo van for 6/17/23. She agreed and submitted my request.When I arrived on 6/17/23 to pick up the cargo van, confusion ensued. Although they had my reservation confirmed, the young man had difficulty processing my rental in the computer. For starters, he told me the rental fee was significantly higher than the price the young woman quoted me the day before. After taking a photo of my driver's license and processing my credit card payment, the young man said something went wrong and he would have to void the entire transaction. Without providing me any proof that the transaction was voided, I was prompted to insert my credit card for another payment. I requested written confirmation that the transaction was voided first, when he did. He then asked for my driver's license (again) and said he would have to enter the entire transaction manually. When I provided my mailing address, he typed it incorrectly, so I had to correct him. The screen then showed the amount I would be paying (this second time), and it was $10 less than the first transaction. I asked the young man why the first charge was $10 more. He said it was because he entered the original transaction as a rental for a PICKUP TRUCK - not a cargo van - even though he knew I was renting a cargo van and he made reference to the cargo van several times. When I entered my credit card the second time (the same one), the machine wouldn't process it. There was nothing wrong with my card; the young man said he had to process the transaction manually because the cargo van was brand new. At that point, my patience ran out and I cancelled my reservation.U-Haul demonstrated to me they have incompetent, dishonest staff. The young man never told me he was charging me an incorrect (and more expensive) amount the first time I paid, when he charged me for a vehicle I did NOT reserve. It was only after I questioned the difference in rental fees with the second transaction that he admitted what he had done.I am also very disappointed in the U-Haul website. I received a message on the website that my original (6/16/23) reservation was processed and approved, and that turned out to be false.This experience caused me a lot of stress and inconvenience. Even though I have rented vehicles from them many times in the past, I will never do so again.
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June 2023 by Amy A.
I am at a loss about this U-Haul location on Packers Avenue in Madison, WI. I made my original reservation for a cargo van on 6/16/23 (for later the same date) by using the U-Haul website. I received confirmation that my reservation was processed and approved. When I arrived at the confirmed time on 6/16/23, the U-Haul staff couldn't find my reservation in the computer system. The young woman informed me that there were no cargo vans available at any time on 6/16/23. I then asked her to schedule a reservation for a cargo van for 6/17/23. She agreed and submitted my request. When I arrived on 6/17/23 to pick up the cargo van, confusion ensued. Although they had my reservation confirmed, the young man had difficulty processing my rental in the computer. For starters, he told me the rental fee was significantly higher than the price the young woman quoted me the day before. After taking a photo of my driver's license and processing my credit card payment, the young man said something went wrong and he would have to void the entire transaction. Without providing me any proof that the transaction was voided, I was prompted to insert my credit card for another payment. I requested written confirmation that the transaction was voided first, when he did. He then asked for my driver's license (again) and said he would have to enter the entire transaction manually. When I provided my mailing address, he typed it incorrectly, so I had to correct him. The screen then showed the amount I would be paying (this second time), and it was $10 less than the first transaction. I asked the young man why the first charge was $10 more. He said it was because he entered the original transaction as a rental for a PICKUP TRUCK - not a cargo van - even though he knew I was renting a cargo van and he made reference to the cargo van several times. When I entered my credit card the second time (the same one), the machine wouldn't process it. There was nothing wrong with my card; the young man said he had to process the transaction manually because the cargo van was brand new. At that point, my patience ran out and I cancelled the transaction. U-Haul demonstrated to me they have incompetent, dishonest staff. The young man never told me he was charging me an incorrect (and more expensive) amount the first time I paid, when he charged me for a vehicle I did NOT reserve. It was only after I questioned the difference in rental fees with the second transaction that he admitted what he had done. I am also very disappointed in the U-Haul website. I received a message on the website that my original (6/16/23) reservation was processed and approved, and that turned out to be false. This experience caused me a lot of stress and inconvenience. Even though I have rented vehicles from them many times in the past, I will never do so again.
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April 2023 by Maxwell Ujdak
I've driven box trucks, fire trucks, etc. This was my first time towing a trailer. I felt pretty embarrassed because I forgot 75% of what I needed. This location took care of me and helped me through the process. I can't thank them enough.
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April 2023 by thomas walsh
This place really sucks. My storage unit was broke into, they never showed me how to correctly lock it, resulting in a break-in. It appears everyone that works there is stoned in my opinion.
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February 2023 by Jack B.
They took a reservation for remote dispatch of vehicle for after they are closed (7). They apparently do not offer that service and we were stuck. We flagged down a worker and he blew us off and and told us he doesn't deal with stuff after 7. What great service! And offered not compensation, just a reschedule which cost us a bunch of money outside of the uhaul transaction
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January 2023 by mike jenquin
Great customer service helping with our U-Haul times & dates. Location manager was a huge help.
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November 2022 by Brenda Bennett Price
I pulled up to the Packers Ave U-Haul without an appointment to see if they could help me trouble shoot an electrical issue with a trailer. We had a U-Haul trailer hitch installed several years ago but the lights weren’t coming on with our (non-U-Haul) trailer. The guys came right out, crawled under the car and trailer, changed a faulty fuse, rewired some wonky connections that my husband had made, and had my lights working within 30 min. No appointment, and no charge. Omar and his guys were so nice, going way above and beyond, and didn’t make me feel stupid. They even showed me the fuses and taught me how to change them. Their customer service is genuine and incredible. We will be forever customers and would recommend this U-Haul location whole-heartedly!
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October 2022 by Addie S
Staff were helpful enough, but I was charged an "after hours" fee despite picking up and dropping off my rental during open hours, and my attempts to contact someone to get this fixed have gone unanswered. Also when we were there, there were so many rental vehicles parked in random places all over the parking lot that it was genuinely challenging to find enough space to drive even my regular car out of the lot. If I'd rented a big truck, I don't know how I would have gotten it out. Maybe we just caught them on a super busy weekend, but it was crazy disorganized.
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August 2022 by Jay Taves
The Uhaul website doesn't let you make meaningful changes and doesn't report real information to you. Uhaul locations are understaffed which means you have to drive in in person to schedule things. Give yourself extra days of lead time and plan on going in in person to set things up.I booked a Ubox for the 22 Atlas Ct. location, online it showed that the Ubox was ready. I showed up at the specified time and the employees working there looked at me like I was crazy "we don't have Uboxes here, why didn't you book it for the Packer's Ave location?". Employees at neither location could change the reservation location for me, I had to wait an hour on the phone for someone in a call center to change the reservation location.I showed up the next day at the new location (Packer's Ave) to pick it up they explained that they saw the reservation but it wasn't "active" (why didn't the person who helped me over the phone make it active?). They were able to activate it in person, but that wasted another day of my time while the employees set up the Ubox.I had to drive into the Uhaul location for all of these interactions because the website doesn't let you change anything and any phone calls I made stayed on hold for about an hour before dropping. All locations seemed to be severely understaffed so it makes sense that they couldn't answer my calls, but that isn't acceptable for the customer.
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July 2022 by Tony Rowland
Scheduled a simple aftermarket hitch installation. It did not go well at all. I can not suggest anything other than simple drop offs and pick up of rentals at this location.As for my experience:A tech came out to explain modifications are needed, which I understood from some prior research. I made sure to explain that the only changes needed were a small 2”x2” cut into the plastic fascia on the back.As you can see from the pictures, one failed cut almost a foot away from where the hitch sticks out was made and then I assume melted back together.They cut into the splash guard for no reason. I say this, because they already were able to remove it since they took off the plastic bolts that pin it to the fascia and never put them back.The hitch itself looked secured correctly, but if I can plainly see such a sloppy job on the surface, I’m going to constantly question whether or not it was actually done right at all. I decided to redo the whole thing, and it turns out that it was not perfectly centered anyways.I had to buy a replacement splash guard for $50, plastic bolts for $20, the fascia is $90 and all the time and labor to basically do it all myself a second time.Make sure your laziness is worth the risk. This loss is a $240 ($80 labor for uhaul, $160 for replacement parts) lesson for myself.
