Just when you think it can't get any worse, along comes uHaul. These mouth-breathing, Neanderthal, knuckle-dragging, sub-humanoids are the stupidest, rudest, most incompetent carbon specimens ever to walk the face of modern earth. A simple trailer rental turned into a cataclysmic cluster-f*ck with 100 percent of the blame on them. They not only double charged me a late fee (I returned it a day early!!) but also left the original charge attached. When I called to explain this, the rep who took my call got shitty with me and hung up on me without giving me a chance to convey the story. It's fI've days later and they still haven't rectifed the situation. Please, people, uhaul as a rule, is a complete train wreck, but this location takes it to a new low... STAY AWAY FROM THEM! I normally use parham and staples mill for my trailer rentals with minimal problems, but I changed up this time. How Uhaul stays in business Is beyond me, but this location had taken incompetence and stupidity to a new art form. Just stay away. You've been warned. read more

Do yourself a favor and rent your U-Haul anywhere else but here. They have the worst customer service I've ever experienced in any U-Haul business. Lady there has a bad attitude and is unhelpful for no reason. She seems very unhappy to have to deal with anyone or their job. No one should have to deal with that. read more

My wife and I rented a truck yesterday. I will state up front that we should have read the contract more closely, so shame on us. However, the point of this review is that the staff did nothing above the bare minimum from the time we stepped into the office. There was very light business yesterday when we picked-up the truck. As she handed us the key, the employee could have mentioned that we should verify the fuel level annotated on our contract. Kind of like when you rent a car from Enterprise, you get the standard instructions about verifying that you are starting with a full tank and that the odometer reading is correct. Like when you are in a restaurant, and the wait staff warns you, "The plate is hot." Most of us have been around the block a couple times, but the reminder never hurts! It takes 2 seconds, and the extra care is appreciated - generating future business. We returned the truck 15 minutes early the next day. We were the only customers, and there were 2 employees. They told us we were good to go, and that they would check the truck in later. Before we got home, my wife got an alert from her bank that she was charged an extra $43. She called the store and was told that we had not refueled the truck. This part is completely on us -- we did not read the contract and had used 29-miles worth of fuel (when we had told them we would be driving 30 miles). However, there are other aspects of this that still rankle me: - The first is again our fault: the contract showed the fuel gauge at a quarter tank more than it actually was. I happened to see a review from another location that a truck renter pointed out a fuel-level error in the contract and the employee did nothing about it. I won't assume that the employee would not have adjusted the fuel level because I never noticed or asked, but I am not confident that it would have been taken care of because of the level of customer service we received. - The second is that we dropped off the truck 15 minutes early, when there were no other customers. There could have been a higher priority that prevented either of the two employees from checking the truck in immediately, when I still had time to drive to the next block to add a couple gallons of fuel. - The fuel level error on the contract implies that someone got free gas, and I ended up subsidizing them because I didn't read the contract. When we called the office, it was answered by Maggie, who I think is a different employee than we had worked with yesterday. When she told us we had a used a quarter tank of gas, we realized that the level on the contract had been incorrect. I had taken a photo of the fuel gauge yesterday, and she offered to send me a text that I could attach the photo to. This way we would not be held liable for the full amount of fuel. We didn't send the photo and just chalked this up to "lessons learned." We are emptying a house right now, but we will not be considering this location for another truck rental or U-Haul in general for storage. read more

I wish I had read these reviews before having them install a hitch. The problem was with the wiring installation. Their installer had the vehicle 8 hours; I finally told them to button it up and I would take it unfinished. Then one of the taillights didn't work. I talked to the manager the next day; she admitted that the installer just wasn't capable of installing the lights. They did fix the taillights, but that involved another trip. So what should have been a one day operation is now three days - I still have to take it somewhere else to get the lights installed. read more

Do not deal with this shop!! Specifically their storage space on Arthur Ashe Blvd. Jessica is the manager of the trucks and also storage. I was given a unit that had a defective latch for the lock to be inserted. Without boring you with the details, she denied existence of the situation even after her own employee tried to place her preferred lock (no other) and could not. I paid for two locksmiths in the process . . . This manager does not tell the truth and is motivated only by her revenues.....she debited my account for a full month's rent at the end when she owed me not the other way around. Steer clear of this organization. read more

I can't speak highly enough about my experience with this Uhaul location. First, I thought I needed the truck in the morning and forgot to change the order when my helpers weren't available until later. No problem. A kind young man called at the time I was due for pickup and helped me change my reservation for later the same day. Not only was I able to make a last minute reservation on a weekend, when I arrived, they allowed me to switch to a smaller truck. From the moment I walked in, the young man working was polite and patient. At that time, he was dealing with several other patrons who were not being so patient, and he never lost his cool and professional manner. When it was my turn, he was quick and helpful, and the whole transaction took only 5-10 minutes. Again, it was a busy Friday - great customer service. Somehow, in making the original online reservation - my fault - I must have clicked on packing materials to be included. I have no idea what happened, but I was making the online reservation with my phone... when I noticed a lot of products I didn't want or need, I brought it to the young man's attention and he said it didn't appear on my reservation. I let it go until I saw a charge on my debit card account. I sent an email asking to address the charges and was promptly called by Jessica, who asked me what happened and wanted to make sure that it didn't relate to my experience at the location. I assured her it did not, and that my experience was excellent. She could not have been nicer and explained that I would be refunded for those charges in a few business days. Here's where they went above and beyond - Jessica called tonight to let me know they found my debit card in the truck. It had fallen out of my pocket while I was driving. As you all know, moving is stressful - I've been at a loss all day looking for my card. They could have tossed it. Many places would have. This location, Jessica and her team, made it a PLEASURE to be their patron. Amazing customer care and will always have my business! read more

This U-Haul site was experience. I called to confirm my reservation due to seeing a text message with the same reservation number for another location. Not aware how my reservation was changed to this alternate location. The man who answered the phone immediately put me on hold. I arrive at the location before he came back on the line. I would say approximately 15 minutes later. I asked about my reservation. With little explanation, he repeatedly let me know that my reservation was at alternative location with no explanation why. He just said we don't have your equipment. I wanted to know why was I contacted so late. He was not helpful and could not provide any information. A frustrating experience to say the least. He treated us as if we had made a mistake or did something wrong. This is horrible customer service. read more

I had a issue with my hitch install. After bringing the issue up with the GM-he ghosted me.

Unsafe and unprofessional. They installed a hitch by only attaching 3 of the 4 bolts correctly. Imagine what could happen on the highway if the hitch fails! The fourth bolt is threaded only part-way in and at an angle -- which means they have not lined up the holes correctly and probably cross-threaded the nut that is welded into the frame of my Grand Cherokee. I took it back to have them correct their mistake. When I got there for my appointment, they said they did not see my appointment on the computer. We rescheduled it. They then called to say that second appointment had to be rescheduled, too. Today was the third appointment, and they just called to cancel it altogether. They said I need to go to a different location. Do not give Uhaul your business for hitch installation. read more

Extremely poor customer service, terrible communication.A general feeling of "I don't care".Made an appointment a week in advance .Reservationist was only eager to get my credit card number for the brake controller special order.Hitch installation took 2 days because they ordered the wrong part. Mounting screws with sharp ends 4 inches from my knee.Blue brake control wire dragging on the ground,Black charging wire shorted and drained my battery.Truck now needs to have wiring redone .Never using U-Haul for anything again.Will not recommend. read more

Sorry long story - TLDR: uhaul charged us $3000 without our permission. My wife and I had scheduled a hitch to be installed Friday at 3pm before we left for a cross country move on Monday. I arrived a few minutes early and waited about 30 minutes before I was told they were missing the parts they needed to install my hitch today and the soonest they could help would be a week from now. Stunned, I left and spent 45 minutes on the phone with customer service who escalated my issue to corporate management and had the general manager come back to work (at 4pm on a Friday). When he arrived, he told us that the issue was that the hitch installer was unable to install a hitch on our car for some reason, not that they were missing parts. I'm still stunned by this because my car is a 2016 Ford Escape, a very standard car without any special features, and I've even contacted several professionals since this experience who were equally perplexed as to why uhaul was unable to install a hitch on my car. We came to an agreement with the general manager that he would ship all of our worldly possessions in a ubox for the price we were going to pay for our hitch installation and trailer rental, $775. The ubox was expensive though - $3275 - and so he agreed to discount $2500 based on our strange predicament. They did not have uboxes at this location so we had to go another location to access the ubox, and they had not communicated any information between sites, causing a painful delay and potential for miscommunication. We packed up our box and left for our move, about 2.5 weeks ago, and are safely at our destination just waiting for all of our things to arrive. We have been charged $386 and $427 so far, which seems agreeable though slightly more than we'd arranged, but today we received a charge of $3000. I'm still picking my jaw up from the floor writing this but we will definitely not be paying that money. Fully prepared to take uhaul to court as far as we need to on this one!!! read more

I have worked with this location three times. Once dropping off a truck when I moved here. That process was easy. Everyone I dealt with was friendly. The second time I rented a large truck for an in town move. Same story. The third time was not good. I called to arrange having a hitch put on my vehicle. I was told they had the part, and could install it the same day if I arrived after 1. When I arrived I was told the guy who does installations had the day off. Their explanation was that I had talked to their call center. Not my problem. Not impressed. read more

I came here to get a hitch installed on my 2011 Traverse. Setting up the appointment was easy and dropping it off was simple. The only issue I had which I hadn't planned for was that the installation was going to take multiple hours. The website says it should take less than an hour to complete. I am fine with it taking this long, but with me trying to schedule around it I had to change some plans. In the long run this wasn't a big deal, just want to put that out there in case you are getting a hitch installed. The people who work here all were friendly and accomodating and answered all of my questions. They were nice to talk to and took care of my car while it was in their possession. The hitch that was sent to them was a little warped so they had to get a different one. They were quick to tell me and I appreciated this instead of them trying to just installed it in the current condition and cause issues later. Overall it was a great experience and I appreciate that and recommend it to anyone. read more

I understand things happen, but when a customer isn't having a good experience with a company then something has to be done differently for improvement. I returned my rental to this location and they were experiencing system problems. The woman helping me insured me that I wouldn't have any problems returning my rental. She inspected the rental, and agreed that I had complied with my agreement on the contract and for that reason I didn't need any further paperwork. However, with the system down she couldn't print me a receipt and I was told that I would receive an e-receipt instead. Four days pass, and I receive a call from the corporate office asking if I had returned the equipment. I explained to the woman what had happened and she had to check with someone at the location that I had returned the truck as I said I did. Long story short, they found the truck and then sent the receipt afterwards. read more

Extremely helpful staff, both pleasant and knowledgeable. Great boxes. I particularly liked those designed for glassware and China.

Absolute worst customer service ever. They unilaterally changed 2 appointments to have a hitch installed without notifying me. All the manager/clerk would do was show me how their schedule was overbooked. No apologies. Another promise to have it done tomorrow. I doubt it'll happen. read more

Very easy to deal with. In and out got my truck and got out. Same with drop off. Friendly employees and very helpful. I did see one employee being kinda pushy to some old ladies. But it wasn't like that for me. read more

If you're in a hurry, you may wish to avoid this location. If you've got time to kill, this is the place for you. Horrible service. But they smile a lot. read more

I'm so disappointed in the customer service I received here. I called requesting info about hitch installment. I spoke with three employees, all of which had no clue what they were talking about. After making three separate phone calls to get the correct answers, I ordered the hitch. I was told without a doubt the part would be in a week from order and they scheduled a time. The morning of the installment they called and said the part didn't come in. No apologies, no explanations, just told they rescheduled my appointment for FIVE days later. I needed this hitch because I'm leaving out of the state to move and the five day window is past my move out date. No one seems to have answers when you call and no formalities. Very rude and inconsiderate. WOULD NOT USE AGAIN. read more

if i could give you a zero i would. they charged me over $800 after their truck broke down and they did not pick it up. we called numerous times only to be placed on hold for over 30 mins each time. after the charges hit my card we called again and they told us the truck was abandoned and they would not refund us. this is absolutely ridiculous and i will be calling a lawyer and providing call logs. i want my money back. how is your truck breaking down my problem? read more

Dropped my truck off at 730 in morning to have a hitch put on. Called at 430 the guy told me it should be done so I went up there and it's still on the lift. Just bad experience all around. read more

After calling the U-Haul 1-800 # to find out where I needed to drop off the U-Haul after a 12+ hr drive from Chicago, IL to Richmond, VA they recommended this U-Haul location. The customer service representative was super nice and accommodating. I didn't have any problems finding the location or getting into the lot. As soon as I stepped out of the truck, the customer representative was there to meet me. He quickly checked out the truck, stated that "it looked good," welcomed me to Richmond, and sent me on my way. He was extremely friendly and accommodating. 24 hrs later, I realized that while I had cleaned the truck out I forgot my EZ-Pass toll thing on the dashboard of the U-Haul truck. I stopped by the U-Haul and it was the same customer representative. He was extremely friendly, and knew exactly what I was talking about when I hurried through my stress-filled explanation. I was able to retrieve the EZ-Pass. What's funny is that a few hrs later, I received a call from U-Haul telling me that I had forgotten my EZ-Pass and the location to pick it up. Thanks U-Haul for being so friendly and employing such honest people! Great customer service experience! read more

I've rented several times from this particular U-Haul location and have had a fantastic experience each and every time. The staff is friendly and helpful and have steered me to the best vehicle (truck or trailer) for my particular task. I've also seen some of the same staff there in my visits to the location of the past 3 1/2 years--so that says good things about how they treat their employees: Happy employees = friendly and helpful customer service. They're clear and upfront about the rules and requirements so there shouldn't be any surprises when returning the rental. There is, as a reviewer noted, sometimes a wait (and sometimes I step right up to the counter) because each customer is given personal attention by the rep. I get the very same time and attention when it's my turn to step up to the counter. So if you're in a hurry try using the online reservation system to save yourself some time, but allow additional time in your schedule in case your visit won't be an in-and-out whirlwind stop. We are spoiled these days by instant gratification as a result of instant access to everything; we don't stop to consider that a real-life encounter may take longer than a webpage loading. Hope this helps. I'm off--gotta go pick up a trailer from them because today we are working on our latest project. yayyyy!!! (I'll be so glad when it's done!!!) read more

was quoted 4 to 6 days to get the hitch put on. it took 11 days to get it. was quoted 1.5 to 2 hours install time. it took 4.5 hours. they said they would call me when the hitch came in and i said i could come running immediately. instead they sent me an email at 9:18am this morning telling me my appointment was at 9:30am, giving me 12 minutes to pay for the breakfast i just ordered and fly to uhaul to keep the appointment that i waited so long for. never even got to see the breakfast i paid for. the entire 4.5 hour wait in their tiny little store was awkward to say the least as they tried to have their idle banter with each other, totally ignoring me, not even making eye contact or even take the time to check why my vehicle was taking so long. i mean, come, somebody could have said something to explain a delay. i never complained, just waited and waited and waited. their customer service was lacking tremendously and i have no intention of returning their location or recommending it to anyone else. read more