I was helping my BIL and SIL move from Foxboro to New Jersey. They had reserved a 20-foot U-haul…read morefrom a location in Foxboro, but U-haul moved the reservation to this location, no reason given. The reservation was supposed to be the kind where you can pick up even after-hours, but when we arrived at 7:10 PM - that is, 10 minutes after closing - we found out that the rental required an employee, and we couldn't proceed. A few minutes after arriving, an employee came out - when we told her about our plight, she said - word for word - "we already shut the computers down, there's nothing I can do to help you." She went to a car waiting for her, then went back into the office, took keys for a truck, and parked it in the storage lot. She was doing work after hours already, so it's not a question of whether or not she could help us - it's if she would. Either U-Haul doesn't encourage and reward employees going the extra mile or they forbid clocked-in overtime. The former causes reviews like this, and the latter is illegal, and I hope someone sues U-Haul over it. Even after this, it took 30 minutes on hold and 4 hours total time in transit from the Taunton location to get a truck, actually gain access to it due to constant errors in their pickup app and needing a human to approve my photo and photo ID. That could have easily been done hours or days in advance, when the reservation was made and I was designated as the driver. U-Haul's awful app and service literally left me sitting outside a closed auto repair shop in yet another different town as I waited, and waited, and waited for the app to recover or humans to get me approved. People, don't waste your time. Don't bother using U-Haul, because they clearly do not care. Or at least don't even try renting after hours, because they found a serious way to screw us over. Penske and Budget forever, or at least anything but U-Haul.

Worst customer service ever. Had to do all of the paperwork twice because their computer wouldn't…read morework right. Then they didn't add my credit card for auto pay as requested. So I get a call on the 3rd telling me about almost $25 in late fees. Their phones have been on auto forward for DAYS, and I've made 2 trips there to handle this in person. Both times the poor girl has tried to help by leaving notes for the "manager" to waive the fees and call me back. Nothing. Today I get another text telling me I'm overdue again. I paid the charge (less late fees) over a week ago now. Today she tells me she is going to text the manager and text me right back. Guess what?! NOTHING BACK AT ALL. I'm absolutely livid. Time for yet another visit and to find a new place.