DO NOT RENT HERE. There is a Penske up the street that has better trucks where the staff will not be rude to you. This was the worst experience I have ever had at a retail store, so bad that I was not even able to rent a truck from them. The General manager, Lynda P., has some sort of personality disorder that seems to force her to verbally assault every customer who walks in the door. I get it, they are the most centrally located, largest truck rental in town, but that is no excuse to give you good money to a company who is going to be rude to you and not appreciate your business. Please, do not go here. read more

Chronically understaffed with some of the least motivated, miserable employees I have ever met. Count on spending at least three times as long as you anticipate in line. I've rented trucks and units here and about half the time the reservation I make is wrong or mysteriously nonexistent. The place is constantly filthy and I have yet to have an interaction with staff that isn't dismissive and rude. It's cheaper here, at least by a narrow margin, but if you can at all afford somewhere else, save yourself the headaches and do it. read more

I called and left a message 3 times to make an appt. to get a hitch put on my car, no call back after 2-weeks. When I called the 4th time and politely asked why no one had returned my calls the woman on the phone was so rude and bitchy I ended up saying a few choice words to her and hanging up. U-haul in general sucks, I've had really poor customer service whenever I've dealt with them but this particular location is the worst. Do yourself a favor and go anywhere but here. read more

Filthy. Garbage everywhere - in the lot and in the storage area rooms. Employees standing around talking to each other. The manager had to move some garbage from the front of the entrance door so I could access my storage room. read more

We reserved a pod online for our move, we showed up to pick up our pod after paying to rent a truck to pick it up. When I arrived our pod was not there and there was no one that could help us. The guy working there knew nothing and had no explanation (which is fine, I understand he wasn't in charge and responsible for knowing). However, he gave us his manager's number and it was the worst customer service experience of my life. Linda, the manager we called, raised her voice immediately (I hate to say "yelling" but she definitely was not speaking to me with any respect). She did nothing to help us but say she would be there the next day at 7am. Instead of helping she went on and on about how this was more of our fault somehow then hers. She kept repeating that she was 2 hours north of the store and there was no way she was coming back to the store tonight and she was the only one who could operate a forklift. I understand this, I am just shocked their was no apology or any willingness to help us. We needed to get on the road by 7am at the latest so the next morning would not help us at all. At one point early on in the conversation, she cut me off and said, "no way, I let you talk now you are going to listen to me talk and let me finish you are not cutting me off"! I had said about 2 sentences top on the call thus far and although I was interrupting it was only to correct her when she was blaming us for the mistake. I have never been so mistreated or offended by someone I've done business with. We are spending well over 1K on this pod and this was simply not acceptable. I feel if she would have at least apologized, offered a way to help, or directed us to someone that could or willing to even pretend to help us we would not have felt the need to leave this review and seek further action. read more

I made a reservation online and walked in about 15 minutes before my reservation. There was not a single agent at the desk and there was a line is about 20-30 people. No one being helped at all. There is a sign that says you can skip the line and do a key pick-up through their website. So I got on to their site, created an account and after imputing all of my information and reservation info (again because I did it online the day before pick-up). After all that it told me my reservation could not be converted to a key pick-up and I was still required to speak to a counter representative... the representative who was MIA... when someone was finally at the desk, and the line has kept growing behind me 30-40 people now... the customer service took extremely long. They did not split the line into reservations vs. no reservations. So what's the point of a reservation except to hope they have the inventory saved for you. If I could give them a zero star review, I would have. And yet, I am basically hostage to the fact that the truck I was trying to rent is an absolute necessity for me to move on a deadline. It was a Saturday morning at the end of the month, obviously a busy time for people moving and they were completely unprepared understaffed and had a poor system in place. read more

I called to get information on a storage unit. They won't give you any info without your phone number? Why do they need a phone number to give info over the phone? Don't need to be getting calls from them later....now way! read more

A bad experience from beginning to end. The lines both at pick up and return were out the door with one cashier, there was absolutely no customer service whatsoever, and they even forged my signature on my final statement. When I called to talk to Lynda the manager about it, she just hung the phone up on me. It's unbelievable a place like this is even still in business. A bunch of crooks! read more

BRING PROOF OF AUTO INSURANCE WITH YOU! The customer service is adequate. The shady part of this business though is that they'll rope you into insurance you don't need unless you can hand them an insurance card. I called U-Haul corporate and they said this is not a U-Haul policy. It wasn't good enough to call Pemco to get my insurance info over the phone. This experience left a bad taste in my mouth. read more

Top notch customer service!! Lynda is amazing!! After having a horrible experience trying to rent a truck from Budget, I made a last-minute reservation with U-Haul. Lynda was the only person working that day but she was extra friendly, professional, and helpful. She really went the extra mile to make everyone happy even though she was overwhelmed with customers. I was skeptical about U-Haul after reading the multitude of terrifying experiences out there, but I had absolutely no problems with my truck rental. Would definitely recommend this U-Haul location and especially Lynda! read more

Update--so after posting this review, the same review on the UHaul website, and filing complaints with the BBB and Washington State Attorney General's office, I finally received the promised two months storage refund and an additional 1 month storage refund. I looked through my phone records, and it took over 100 calls to get my good shipped AND the complaint handled. Once my stuff finally arrived, it was in good condition. read more

Don't! I wish I had read reviews. I placed a reservation for a cargo truck, but changed to a 10" truck-- in the same phone call. By the time I hung up, I was assured the reservation was to pick up a 10" truck at 11am the day I needed. I get a call the next day that the truck was double booked, so my pick up time is 1:30. I'm not happy about this, but I'm can deal with it. I call just to confirm THEIR change, and everything seems fine despite the time change. I go to pick up the vehicle a few days later, and there is a customer next to me who cannot pick up a truck because her online reservation was a double book, so they're going to give it to the person who made the reservation in person. She was not happy, but I'd probably be more mad in her situation. Then, it's my turn and the lady tells me I have to return the truck by a certain time. I get mad because I was told I had a 6 hour window. She starts blaming me for THEIR mistake. She was very, very mean, and I felt verbally assaulted by her. She was rude to the person before me, and myself. Two unhappy customers in a row. There's a big sign on their wall that says they have a reservation guarantee or you get $50. I asked her why I didn't qualify since THEY botched my reservation. She just kept saying it was my fault for not confirming. I HAD confirmed. Making a reservation means two things to me: a) you'll get the truck you reserved at the time you reserved it for; b) you do not have to confirm this reservation on a daily basis. Not only did they mess up, but her attitude was appalling. By the time I left, I was too upset to even drive a vehicle if I'd wanted. I posted an ad on Craigslist, paid half to price to a nice young man who was very, very helpful. UHAUL is NOT the way to go!! read more

I will never rent from UHaul again. Made a reservation online more than 3 weeks in advance. They emailed me two days before my move to tell me I couldn't pick a truck up at the location 0.5mi from my house (ok, fine...but you also COULD re-distribute your inventory...) and could not pick it up until 1:30PM. My reservation was for 9AM and I had movers coming at that time to help load and unload so this was unacceptable. When I called, they couldn't even transfer me to reservations (their phone system was broken). When I called reservations, she could NOT have cared less. She said it likely wouldn't even be ready at 1:30PM because the other morning renter may not have it back by then. She also told me "it's the end of the month, there are no trucks" (it's the beginning of the month), "everyone is moving out of Seattle" (definitely not true...everyone is moving TO Seattle), "you were cutting it a little close, most people rent 8-9 weeks in advance" (not buying that for a second, I reserved almost a month in advance). She really could not have cared less. I canceled my reservation with them and booked a truck with a lovely helpful guy at Penske for $30 more that we can keep the whole weekend and has unlimited mileage. DONE. read more

I went by on a Saturday to purchase some mattress bags for storing a mattress. I walked in, picked out what I needed and immediately proceeded to the cash register and waited behind a man being helped for a moving truck. I waited about ten minutes. Then, when the transaction had completed the uhaul employee told the customer in front of me that he was going to go bring the uhaul around front and they would do the walk around. They both then turned to leave, leaving me waiting. I politely asked the uhaul employee if he could ring up my sale (which would have taken all of 30 seconds) before they left. He said no, that I had to wait until he got back. First rule of sales, you triage when people are waiting and ring up a quick sale so they don't walk out from too much waiting. It was a dumb move to refuse to help me because I put all of the items down and walked out rather than wait another ten minutes. I hope it was worth it for the $14.95 truck he made a big deal about having to bring out for the other customer. He lost about $60 in sales from me. I went to Target and won't ever be back to uhaul for moving supplies. read more

I made a reservation online to pick up at a different store, as it was closer to where I am moving from. I received a confirmation email telling me to pick up at the Rainier store, I did not know I could not pick up at the other store since it gave me the option to pick up at another location that I wanted. I received a call from an employee, who was very rude to me on the phone, and was not helpful at all. I proceeded with the reservation because was moving the next day, but I did write uhaul customer service informing them of what happened and that I was hoping not to have to deal with said employee, as she had said on the phone she would see me tomorrow. To my relief I did not have to deal with the employee nor did I see her. I was pleasantly surprised with the employee who did help me (Kimberly), she was extremely helpful, polite, and had great patience! The store was busy and I was undecided bacause I saw other deals that I did not see online. She was friendly the entire time, and ran outside to pull up 2 or 3 different trucks for myself and other customers waiting. I received a call from the rude employee yesterday, apologizing and informing me I would be getting a credit! Did not expect anything to happen from the comment besides maybe that employee getting customer service training. Thank you Uhaul! read more

A number of problems. I was told that furniture pads and dolly would cost a combined $10, if I used the pads, otherwise pads would not be charged and dolly would be $7. When I got to the truck, there were no pads and I had to go back in to ask to get them. As it turned out, we didn't use the pads (we left them in the plastic bag). When I got my bill I was billed $5 for the pads and $7 for the dolly. I called multiple times the next day but my call was not answered and went to the answering service that couldn't help me. I called the following day and told the situation to the employee. This employee was extremely rude and unprofessional to me, throughout our entire conversation. When she answered the phone she was just saying "uh huh, uh huh", in a very spacey way, and I had to ask whether she wanted me to give my account number or what, at which point she told me she was with a customer and multitasking, in an irritated voice, as if I was being so rude to bother her with these details. She told me that some trucks didn't come with pads. I told her I had been specifically offered the pads by the person I rented from and was told they would be in the truck. I told her the person I rented from had quoted me $10 for the dolly and pads, or $7 just for the dolly if I didn't use the pads, whereas I was charged $12 for both, even though in fact I didn't use the pads. She told me she'd have to check with the person and it would have to wait until tomorrow. I told her I was frustrated that I'd already spent so much time on this $5 overcharge and I really didn't want to have to call back the next day. She became very angry and spoke to me in a rude, angry tone saying that I had had my chance to speak and now it was her chance to speak, etc., and restated her position, clarifying that she would call me back. Again, this was all in extremely rude and angry voice even though I had expressed my frustration relatively calmly. Just crappy service. read more