Quoted us a final price of $275 for a one day rental box truck- when my husband picked it up we were charged over $300 immediately. Upon return they stacked on another $300+ in fees for things we were not made aware of. Then 3 months later they said we accumulated a ticket and charged another $100+ without showing us what the ticket was for or proof that we even got one. read more

Started this review July 2021. Not much has changed from my first encounter back 2008. It's a convenient location but I do wish the service would improve. Less apathy, more staff people and improvements on repeat/loyal customers. read more

I'm in that stage of my life where I seem to be moving every year, and I hateeee moving. But U-Haul? U-Haul consistently makes moving a whole lot easier! I came in without a reservation and was able to rent a moving van for 19.99. It was perfect to move my mattress and other large furniture across town. They charged me a couple extra dollars for the mileage, but nevertheless it was fairly cheap! I also recommend buying boxes and renting a dolly! It makes moving so much easier! My only complaint is that they were out of stock on the dolly I wanted, and I had to pay $6 extra for a larger size. It would have been nice if they had had a fuller stock or maybe charged me for the smaller size. read more

I was a little apprehensive about renting a U-Haul for the first time, but overall, the experience was pretty good! We needed a van or truck to haul a couch across town, and I was able to rent a 9' van from this location on the day of without any issues. The check-in process via the mobile app was a little unclear initially since it took a while for my identification to be approved, but an employee walking in the parking lot was able to explain to me it took about 10 minutes for approval. The van itself was clean and well-maintained, a fairly easy drive (first time for me driving a van of that size), and the return process was easy with an employee doing a quick walkthrough and noting no damages. For our purposes moving the couch 10 miles in town in about 2 hours, the $19.95 + $0.89/mile rate ended up being cheaper for us than the Home Depot $19.95 for 75 minutes + $5/additional 15 minutes, without the worry about rushing the vehicle back. read more

ONE STAR IS TOO KIND. The U-Haul leaders should replace the entire front office staff. They seem to resent customers, their customer service is dreadful and an even bigger problem is that the advertised $19.95 for a van or pickup is a hoax. The charge does not include, besides tax, nearly one dollar (.89 cents) per mile and, unless you're paying attention, ten dollars for unrequested insurance! (This was removed when noticed and challenged.) The vehicles are nice, but the windows are not washed between rentals--our was filthy. Also, a small (well behaved child has the run of the place--a hazard for the child. Oh, did I mention you also have to fill up the tank, despite the dollar a mile surcharge. Oh, one more thing--suggestions (e.g., clean the windows) were dismissed ("we're too busy"). Go out of your way if you want to rent a vehicle to move something. This place is a disaster. Despite writing this, U-haul added the following to my review while I was typing: read more

On a hot Sunday afternoon in mid-summer, I arrived to get some propane tanks filled. I left unfulfilled. "Sorry, we don't have anyone here right now that can fill propane. Have a nice day." So either: a) U-Haul didn't staff anyone on a Sunday afternoon in summer who could pump propane, or b) the two people sitting down (not standing) behind the counter didn't want to go outside on a hot summer day. I'm pretty sure I know which would be worse, but I'll leave you to decide for yourself. In any case, business 101 fail. If you provide a service then you compete on the provision of that service. And when you don't provide the service you purport to, you find yourself with a bad review on Yelp. read more

Worst service ever. Store wasn't even open an hour and a half after it was supposed to be. They offered me an alternate truck in Verona with a ridiculous discount. Never using them again. They were incredibly rude while I sat on the phone in the cold. Moving sucks as it is. U-Haul makes it even worse. read more

Absolutely awful customer service. They completely ripped me off and act up when you try to dispute the unfair charges. Never using uhaul again - they don't care AT ALL about their customers. read more

I was pleasantly surprised with my first U-Haul renting experience! A good friend living in Fitchburg was moving to Minnesota, and selling me some of their furniture. I don't own a car, and none of my friends own large vans or trucks for transport. So...there you have it. U-Haul to the rescue! Online reservation was very easy, and took 10 minutes TOPS! I selected a cargo van with a dolley as an add-on item, with insurance fee, for a total of 4 hours. The U-Haul website was easy to navigate and simple to complete. You provide your credit/debit card as collateral or proof of ability to pay and reserve your equipment. Day-of arrival was also easy enough. I completed an early check-in procedure from my mobile phone while waiting for my turn (this was NYE day, and there were maybe 6 parties waiting for assistance). The employee was efficient and mentally on task. No funny business, and no sour /bad attitude. The cargo van itself smelled a little like a barn on the inside, but was SO CLEAN, and seemed so new! Brakes were great, maneuvering and driving were also very, VERY smooth in and around Madison and the Belt Line. There was even a mini-cam on the rear view mirror that appears when backing up! Wonderful! Drop off was also simple. You just drive up to the garage, and staff comes right out to assist! A few procedural checks, a charged credit card, and away you go. This was so fantastic and now, when I choose to move away from Madison, if I need a U-Haul, I'll likely go here and recommend this location to others! read more

Decent service but they misrepresented the fuel gauge in order to squeeze $7 out of me. If you rent from here, be prepared to take plenty of photos to document everything (mileage, fuel gauge, equipment condition). read more

Booked a Ubox one month in advance and had it canceled two days prior. Do not book anything with them if you have set dates that you need your stuff stored for. read more

We rented a trailer from this location. Auberic, an employee, had come in on his day off to assist customers because the location was very busy. Even though it was his day off, Auberic took time to assist customers without rushing through them. In other words, he didn't brush people off. He made sure everyone had what they needed in a professional way. When it was our turn, he assisted us in hooking up our trailer to our hitch. Without his help, we wouldn't have been able to leave the lot. He laid down on the pavement and messed with the wiring so we were able to tow the trailer and have the lights working. If it hadn't been for Auberic, we wouldn't have been able to move that day. And it was His. Day. Off. Thank you so much for your assistance, Auberic. Not only are you an outstanding employee and an asset to this business, but also you reflect well on the management of this location. I highly recommend this location. They were busy (it was the August moving season), but professional and helpful. read more

Terrible customer service. In Madison, as most of you know, August 14th-15th is a crappy time: most students are homeless for 24 hours. Months ago, I reserved a U-Haul for 14th-15th (as well as a hotel) without knowing where we'd go to, just because I knew it'd be crazy. We finally found a place (that we love!), but they can't let us in until 12pm on the 15th. So, I called U-Haul to see if I could change my truck time. Twice, they scolded me for having it for 24 hours, as if I was supposed to memorize their policies. Excuse me, was I the one who put the times into the system? No. Obviously. One of your employees did it. Don't scold me for what your employee did. Idiots. I'm only allowed to have it 8 hours. So they changed my reservation to 8am-4pm on the 15th, even though I have to be out of my current apartment by 12pm on the 14th. I asked what I should do then, and he suggested storage (and him making suggestions or even talking to me was like pulling teeth), except ... "Well, if I don't have a truck on the 14th, how would I even get my stuff to the storage facility?" Nothing. He literally said nothing. "Do you have any ideas?" Finally he spit out, "It's just our policy. I can't do anything." So now I have no truck for the 14th, even though months ago I reserved one, but I DO have a truck for the 15th, which is completely unhelpful. Thankfully, we found out now, because I was still able to find a truck -- more expensive, I admit, but they actually let me have it for a reasonable amount of time -- through Budget. Don't think I'll ever use U-haul again. I also hope that COMPLETELY UNHELPFUL KID learns how to just be nice to people. read more

Terrible experience with UHaul. I had made my reservation 4 months ago, and although I wanted it for a couple days, I was told I could only have it for 24 hours as it's a busy weekend. Now, 4 days before my reservation, they left me a voicemail saying they could only give it me for 6 hours, and just picked the 6 hour time frame for me, rather than asking me to call back and choose. Their time frame does not even include the time that my new lease/move-in starts. I called back, got forwarded, was told they would call me back with "options" and didn't hear from them the rest of the day. Cancelling my reservation and found different movers -- totally unacceptable. read more

I scheduled a reservation over four weeks in advance of my move and UHaul calls me three days before to cancel my reservation. This was completely unacceptable when I had reserved a truck with them and confirmed with them multiple times. The customer service rep then told me that they were cancelling over 300 reservations which is a huge operational mistake for a nationwide company. My advice: rent via Penske or Budget Truck Rentals. read more

Somehow, U-Haul became synonymous with do-it yourself moving. It must be this brand-name inertia that keeps people coming back here because the actually process of renting a truck is painful. Long lines, unhelpful employees, and a spotty track record for keeping reservations. There has to be an alternative. read more

I notice all of the bad reviews on here are older. I'm not sure if this location has gotten better, but I've never had a bad expeience at this U Haul location. Here is my last experience. I had reserved a U Haul trailer for 2 days and was scheduled to pick it up at 7am on the 4th of July. First of all, it's a major holiday, and who would have thought the place would have been open. Second, at 6:55 am, Adam, opened the door and let me in, even though 7am was the official start time. I was greeted with a smile and he was very pleseant to work with. I figured I needed a bigger trailer than I had scheduled, so Adam let me upgrade. He hooked the tralier to my truck, explained all of the paperwork and I was on my way. I returned the trailer a day early and was only charged for the day I used it. Again, the place was open on time and the staff seemed happy to be at work. I would like to thank the U Haul team on W. Washington for the great customer service. Opening the door 5 minutes early, being jovial first thing in the morning, and actually listeneing to a customer's needs are someting you seldom find anymore. Usually some burned out hump comes running in 5 minutes past openeing and could care less about the line of people 8 deep at the door. Not the case with this location. Good job guys. read more

This place is horrible to deal with, I reserved a truck to pick up at this location a month in advance and they called me the day before the move to tell me they didn't have the truck I reserved and that I would have two choices go to Lake Geneva or to Rockford IL. to get a truck! Their policy of calling you the day before to confirm is a joke and could leave you with no alternatives!!! Lucky Penske Trucks helped me out... read more

You should not use this company's service. I made a reservation one month before. But, the reservation was forcefully canceled without an agreement. read more

My U-box and U-haul moving process has been the single worst moving, shipping, and customer service experience of my life. My box is currently five business days late and I've spent ten hours on the phone with CS over the last two weeks. U-box forgot to correctly process my order so my box sat in Wisconsin for a full week before I figured out their mistake and got them to send it. This despite the fact that I talked to the staff here three times to make sure it was coming- each time they either didn't bother to check, or outright lied, and told me it was already on its way. Only by spending several hours getting in contact with the regional GM was I able to get the truth. Even after that it took 3 days to finally ship my box. PS- The best part (besides when CS hangs up on me or transfers me in loops) is that there's no interest in compensation or even apology for this ordeal. I've spent the last 10 days sleeping on an air mattress and had to buy an entire business wardrobe for the meetings I've had since moving, but U-haul don't seem to care. Hopefully a BBB complaint will at least get somebody's attention? I've never heard back on my U-haul internal complaint. read more

Uh, that would be a no. Starts at the "top," with this wunderkind of customer service, the "GM," Aaron. Smug, arrogant, passive-aggressive to an excruciating degree, and just constitutionally rude, it seems. Came for a propane fill (including one on a new tank. That I'd bought from them), and from literally the first moment, I was made to feel as if I'd committed a crime against humanity for merely coming in. I was quoted the wrong price when I called the store, apparently, and to have the audacity to ask about that issue was enough for a refusal to even fill the tanks - little Aaron took my tanks and literally kicked them to the curb and refused to fill them, so that's a no go. Needless to say won't be using them for anything ever again. Called corporate to complain and apparently he was corrected of such behavior, as I was told a refund is forthcoming. Buyer beware. read more

Great customer service! After my tail light went out, my car dealer tried to give me a line about extensive (and expensive) wiring issues due to the "after market" hitch U-Haul had installed. Aaron at U-Haul not only fixed the wiring to my tail light, but also replaced a part on the wiring box on the hitch, at no charge! It was refreshing to work with someone who wasn't just trying to make a buck, and who values customer satisfaction. read more

I've used their services for truck rentals on several occasions and I've never had a problem with reserving my truck and picking it up as promised, but the customer service I receive is always very poor. Today, I went to the store with a friend of mine to confirm my reservation coming up. After confirming the reservation with the GM, Adam S., I politely asked what the company's late policy was when returning the rental. He responded in a loud and rude tone, "Dude, you're screwing over another family if you get it back late...just bring it back on time!" Shocked by his answer to my question, I explained that I don't plan to bring the truck back late, but would like to know what the policy is for late returns. He got even louder and shouted: "$300 minimum! You want to pay $300 man?" Confused at why he was now shouting, I asked that he lower his voice and he responded, "Dude get the (expletive) out of my store!" I had never been so upset by a business' customer service. I left the store and immediately filed a complaint over the phone, but I'll never be returning to this store and I'd never recommend their services to any of my friends who live in the area. read more

uhaul as a company does not care about there customers at all. make sure you ask every question you can and make sure the are recording the call as they will say it wasn't recorded.since moving to madison wi i have had to use uhaul 3 times and every time its been a 2 day run around and {unfortunately sir that was not a uhaul problem.}i repeatedly asked every question i could to ensure a positive outcome and was denied again,over things that were not disclosed.lies told when asked about pricing only to get to pick up point and price was different.and i am still waiting for a refund from the second time i used uhaul as i was over charged and promised a refund {jan of 2019} which i still have not received. less than 1 stars reveiw. ......every employee reads the screen differently.one wrong button hit and price changes drasticly.and uhaul.com does not care. read more

I just meant to stop in quickly to get a few boxes. Like literally 5 boxes. Instead, I was in line behind just one customer for close to 15 minutes, while they argued about price. Only one guy was working. Not the best time ever, when I was on my way to an appointment and was late because of an interaction that should have taken under five minutes. read more

I have never had a problem with this U-haul. It is in a convenient location for students like myself. I am usually in and out with my trailer, sometimes there is a bit of a wait. One time I went to get a trailer and there was something wrong with the wiring in my trunk, the lights were not working for one of the trailer's blinkers. The guy fixed my wiring for over a half hour for free! I tipped him of course, but I thought that was really nice because he could have told me to go somewhere and get it fixed. read more

ZERO STARS...This company is woefully inadequate. We reserved two u-boxes two weeks prior to a move. We verified that the reservations were set for pick up at the downtown Madison location on Saturday, June 29th, in-person, via telephone, and also received email confirmations on that same day. We spoke with Kim, a woman at the UHaul Arizona "head quarters", and she confirmed over the phone and in an email the following, "You are scheduled to pick up your 2 U-Boxes at U-Haul Moving & Storage at Downtown Campus on Sunday, June 30, 2013." Two U-boxes were parked outside of the store on their respective trailers. Thus far, everything looked good. We arrived the next morning at 7:45am (they open at 8:00am) to pick up the u-boxes. First we noticed there were none around. There was a single employee running around parking and cleaning trucks. At approx 8:00am, he walked past a number customers waiting outside the storefront, and without acknowledging anyone unlocked and walked into the store. The store remained dimly lit, and after several minutes passed, we realized it was actually open. As the single employee was hurriedly setting up registers, a line of customers had formed inside the store. At approximately, 8:05 I stepped up to the counter to start the process of picking up our two reserved u-boxes. He stated that they didn't have any and that the two they normally have were already delivered the day before. He couldn't help us. MEANWHILE, we had three movers being paid close to two hundred an hour waiting to pack our apartment into non-existent u-boxes. What was to be a one hour loading of two u-boxes actually turned into a three hour scramble to empty an apartment into three vehicles, locate a storage facility, empty said vehicles, pay nearly $600 for the movers and additional $150 to store the items, and estimated $400 to move the items again. The whole reason we went with (F)U-haul was to save money. We ended up getting royally screwed for an additional ~$800!! I am currently on hold with U-Haul (1 hour, 2 minutes, 11 seconds). I have been transferred four times from the local Madison, WI number to Arizona Corp HQ, back to the Madison, WI number, then back to the Arizona Corp HQ office. COMPLETE WASTE OF TIME and money. Each time I spoke with someone locally, I was immediately transferred back to Arizona. The three women I spoke with in AZ were professional, courteous, and patient. Sadly, this local store in Madison is ill equipped and staffed to handle what should be a simple rental arrangement. Thank you very much downtown Madison [F] U-haul. read more

I needed a quick place to store some things, but I wouldn't do business with them again. Employees needed to be tracked down on the lot, then, while signing up, new employee needed to call boss(no authority figure on site) about something so simple that it was more lack of confidence than confusion. There is a hand operated elevator(or stairs) leading to most the storage and when I asked the staff for pointers they said they had no idea how to work it. There is also some white powdery substance on the walls that sticks to anything you lean against them. read more

We had to sign for our truck before actually seeing it and drove it off the lot but unbeknownst to us we recieved the wrong truck (right size, wrong truck number). When we dropped the truck off the attendant at the drop off location noticed the problem and did an awesome job straightening out the problem that could have been easily avoided in the first place. The main issue here though is that no one at the dealer seemed to know how to find the milage on the truck we recieved. When the attendant at the drop off location called the W. Washington location they estimated the mileage of our trip 130 miles over the distance we actually travelled which would have led to a heafty fee. Thank goodness for modern technology because we were able to point out this error. I can't help but have a sneaking suspicion that they were hoping we would just give up and pay. All in all it was a needless inconvenience and a sad attempt at price gouging. I would recommend any other truck rental service over this disorganized, apathetic operation. read more

If I could do zero stars I would! Paid $58 dollars to have hitch shipped next day and had appointment for 8/14 to have it installed. I have proof of app. On the receipt for the next day shipping. I called to confirm part came in. Person lied and said my app was for the 18th. I have it on the receipt and why would I pay $58 dollars for next day deliver for app next week. Manager ADAM MUSZYNSKI refused to take my call. I was on the phone for nearly an hour with their customer care person that was not at the Madison location. We asked to directly talk to manager and he refused to take my call. We arranged our day to have this hitch put on and needed it for next week. HORRIBLE COMPANY! Don't believe the review on u-haul- they are made up! ADAM MUSZYNSKI, why won't you take our call? Why did you lie about our appointment day when we have it on the reciept? HORRIBE! read more

This is the worst storage option available to students and others in the Madison area. They advertise dry, secure space but items got yellow mold on them. Bikes got rusty. They claimed you need a separate insurance policy to cover what a DRY secure location is supposed to offer. Do not use this location at any cost. Management was poor and very rude. Overall a bad experience for alot of money. read more

Don't reserve a U-Box at this location. They only have room for six boxes, so it is likely that the reservation will be moved to a different location. And you won't find out about it until the night before you plan to load. read more

The Downtown Uhaul in Madison WI is absolutely the best Uhaul I have ever used. The staff and Manager are excellent and always very helpful. If your vehicle has wire issues they usually fix it on the spot, sometimes free. I have rented several trucks and Trailers from this location. I have rented monthly parking, I had my hitch installed there, and had storage for 5 months. Always easy as can be and fair priced especially for Downtown. I give this location 100% all around. read more

I rented a van the other day and everything went very smoothly. Easy and cheap! But the 5 star rating goes to the employee behind the counter. He was not only very friendly and social but entertained me with a few of his hobbies. I was not in a hurry and enjoyed the few extra minutes I spent. It reminded me to take more time out of my day to appreciate things, an obvious life lesson I didn't expect at U-haul. I commend anybody that has fun and is passionate about their job and brings their unique personality to the workplace. read more