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! read more

When they say "preferred location not guaranteed" there is literally no limit on how far away you might have to pick up your vehicle, and they won't tell you your pickup location until 5pm the day before. This means you might have to figure out how to get to a completely different city or even a different state with about 12 hours notice. Your "reservation" just means that somewhere in the world there is a piece of equipment with your name on it. I recommend using literally any other truck rental service, especially if you're moving in Madison in the summer. read more

Reserved a truck, they updated my reservation to 3X`s the distance away from my destination. Shortened the duration by 6 hours and then proceeded to yell at me when I asked to have this fixed. Hillbilly redneck run organization. Good luck to you all ! read more

A warning: just because you reserve a storage locker online DOES NOT mean it is actually reserved. All storage units at UHaul are first-come, first-served. When the person at the counter let us know this on the day we planned to move our things to storage, he generously looked at all UHaul Storage facilities nearby to let us know what was available. We appreciated his help and opted to go to StorQuest (on Aberg) due to such limited offerings at UHaul. A week later, we rented a truck from UHaul. A gamble... All went as planned and it was a happy surprise! You can, indeed, reserve trucks online and they are actually reserved for you! The virtual check-in process was annoyingly long, but that is par for the course in COVID times. All in all - our experience was nothing to brag about and we got the job done anyways. read more

I have always had great service here, it's my go to place. They are very well equipped and have lots of options to choose from at reasonable prices read more

Awful customer service. I made an appointment online to get a hitch installed at this location on 5/30. This location is very out of my way, but I made the appointment here as they were the only store that had the parts I needed available. A couple days later, they called to inform me that my appointment had been cancelled as they didn't have the parts in yet... despite the website saying that had the parts here and available. They assured me they would be in by the end of the first week of June and would call me when they knew for sure. Fast forward to Friday 6/3 when I sat on hold with the robots in the call center for over 40 minutes before I was finally connected with an operator. She began by telling me I needed to make an appointment online first to get a hitch installed, and barely listened when I tried to explain that I had made an appointment online and it had been cancelled by the store. She rudely asked if I had a reservation/order number for my appointment, which luckily I did, and she finally checked the system. She informed me that I had an appointment set for 6/2 (the day before despite no confirmation or call to inform me). I told her that they had told me the parts may be available by Thursday 6/2, but no one had called to confirm. She said that she believed my parts were in and ready, and called over to the store to confirm. No one answered in the store and she said she left a message for them to call me back ASAP. I didn't hear anything for a while, and at this point I normally would have cancelled the whole thing, but I had already spent almost $400 to reserve an appointment. After waiting over a week, they finally called me back on 6/14 and I was able to schedule an appointment for today 6/20. My appointment was at 9:00am and the employee that checked me in (who was wearing an airpod and very obviously seemed annoyed (at me? at the world? who knows)) when I asked him approximately how long it would be, he said 3-4 hours. As I don't live in this area, we walked around in the 90 degree heat for the four hours it was supposed to take before coming back to pick it up around 1:00pm. When we arrived, he asked how he could help us (which is whatever I was just surprised he didn't remember us from four hours earlier) and when I said I was here to pick up my car, he let me know they hadn't started it yet. I was pretty obviously frustrated, and he told me that they tell people to come pick up their cars at 6:45pm (which was the first I heard of this), even though he told me earlier an estimate of four hours. I asked him how long it would be from now and he said that it's an hour and a half job once they start, and I can see that my car is still in the parking lot, not yet being worked on... UPDATE: ended up transferring to a different location (shoutout Atlas Ave) that got me in immediately. We asked another employee if it was normal to wait all day, and he just said yes. Maybe don't tell people the wait is 3-4 hours if it's normal to wait all day. Omar at the Packers Ave location was super helpful in transferring us over and told us that there had been an issue with the car before me, hence the delay. Had that been communicated earlier, I probably would've waited it out. read more

If I could give less than a one-star rating, I would. I had the WORST customer service that I've ever had. I ordered a hitch to be installed for my vehicle. They called me saying the order was blank; I called the parent company who insisted the order was fine. Long-story-short I've spent over 10 hours cumulatively on hold with this U-Haul center. I've been to the store twice with no resolution for my issue, and on one occasion came in thinking I had an appointment, only for them to inform me the parts weren't actually in yet. THREE times, they promised they would call me back with more information and failed to follow up on that promise. The communication has been terrible, they never answer their phones, and are generally completely incompetent and unable to help. At this point I've had to file a dispute on my credit card just to get my deposit back. If anyone from U-Haul is reading this, Omar Guevara was assigned to my order. I was told he would call me back several times and he never did. read more

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. read more

They did just about everything wrong possible. Was upsold on a larger truck over the phone, when smaller ones were available on the lot. Was given unneeded insurance when I wasn't asked. The gas level was marked higher than it was filled. When I addressed it, person behind desk agreed. Problems were with your phone intake person, not front desk human. It's like they really don't want return business. read more

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 read more

My daughter is a junior at UW and I needed a place to store her stuff for about a month between apartment leases. We're in Northern California so logistics have been tough to deal with during the COVID situation. Omar was a great help, and set us up with a rental van and storage unit. Very smooth process and we really appreciated Omar's courteous and very positive attitude. Thank you! read more

Terrible experience! Multiple calls to this location to make a trailer reservation. Was put into a call center each time. Finally used the call center to make my reservation. The call center couldn't make the reservation for me because it was for 7 days which required "higher management." I made numerous calls to the # I was given of which an automated system answered and a I sat on hold for 30 minutes before hanging up each time. On about my 5th try I got lucky and actually got a live person and he was able to make my reservation. The day I went to pick up my trailer at this location I was rudely told that they didn't have a trailer for me despite having numerous email and text confirmations of my rental at this location. The agent I worked with was Abigale Lindsay. She was rude. She was unapologetic. She let me know how the people through the call center make a lot of mistakes that cause her/that location a lot of inconvenience, but failed to acknowledge the inconvenience this was causing us. She told me there were no other trailers available in Madison and I could come back the next day and they might have a trailer (I needed the trailer that day, thus the reason for making the reservation). She finally decided to call a manager who after a lengthy conversation shared that the trailer we were supposed to rent had been in a wreck and wasn't available. No one was able to explain why I hadn't been notified. I ended up driving to another location that is out of my way to get a trailer. This entire experience was one hassle after another! Abigale Lindsay at the Packer's Ave location would benefit from some customer service training and the Packer's Ave location is extremely unorganized! read more

My experience could not have been more different than the previous reviewer. I worked with Brittany to resolve an issue with trailer I was due to rent that the previous user did not return (through no fault of UHaul). She worked through all sorts of options patiently and efficiently. She got something that worked out for us and got us on our way. What could have been a significant problem for us was a minor delay. read more

The service here was excellent - very clear with instructions, kind employees, and efficient processes. The facility was spotless. The garage for trucks and all of the equipment for moving was a lifesaver. I called them after another company I had a reservation with closed their office on the weekends without notifying those with reservations. I was in a total bind with a truck packed with my entire apartment and nowhere to go. They were understanding, flexible, and super quick to find me something. Saved the entire move and a bunch of money for me. Couldn't recommend more. read more