U-Haul App Reviews

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Self Pickup Nonfunctional. The self pick up feature on this app is so poorly executed it makes me deeply question the longterm viability of U-Haul as a company. On at least 5 or 6 different occasions I was forced to close this app because it became non responsive, continually told me it was “Loading” (like to take a picture), or that it has lost internet connectivity (despite this being obviously false) (I am using in an iPhone 8). The driver license verification “feature” took over 10 minutes to verify. It provided me with 5 or 6 vehicles almost none of which were actually located at the U-Haul facility, one of which was parked in such a way as to make it impossible to drive out. Upon finally finding a vehicle that was actually in this facility, spending 30 minutes opening and closing the app, I finally “completed” the process only to wait another 20 minutes to receive keys from the U-Haul facility. I absolutely guarantee I could have been in and out of the U-Haul location in 10 minutes had I gone into the location versus the nearly an hour I spent using this app. That such an obviously flawed and broken system could be delivered for production use is bafflingly ridiculous to me.

Bade service, bad equipment water leaks. I thought rent an equipment going to be easy like 1,2 , 3 but no! The first rent wasn’t in the the same spot that I received, and when I went there driving 45mints there’s no on can help to attach the trailer, they told me to get smaller ball, I drive back to bring smaller ones and change the pick up location to some place near to me, they told me they need 2” ball the one that I had before, drive back buy it agin and drive it home to load it, in the trip there was a storm lot of water when I finally get there and I want to unload it I found a water and water damages on my stuff, I called the costumer services they told me to call the round assistant to see where the damages are, some random guy come to my drive way try to take the trailer He accused me of lying because it’s 80degre and there’s no rain, he didn’t show any ID or certificate about who is he and what he is doing, I asked him about my stuff he told me it’s not his problem his job to take the trailer, I was confused, I called the costumerservices they told me it’s over due even I rent it on the 21st and he came on the 24th!! They give me 4 days stander. That guy call the police, I make a damages claim and I don’t know what going to happened, but for sure I have the bad experience ever:(

Slowwwwwww electronic check-in and poor customer service. From the moment I started check-in, it was a problem. The app froze up and needed to be restarted 4 times. When I finally got to the last piece, I was waiting for someone to make the final approval. I waited for five minutes and finally sent a message...no response. The sweet woman working inside came out to ask if I had any questions about the truck but I was literally at the last bit of approval so I told her I was just waiting for that. I should’ve scrapped the whole thing and had her check me in manually because 9 minutes in and still no response so I sent another message. 10 minutes past and I sent a third message asking if someone could even respond to me. 14 minutes and I sent another asking if I needed to go complete my check-in inside. 16 minutes in and someone popped on the chat and answered saying to give them a moment and they’d have my check-in complete. No apology. No explanation. Literally acted as if I was disturbing their day. Checking back-in was significantly faster but then when it closed out there was a final message that said to return the key to the drop box. This facility has no exterior drop box so I ended up having to go inside to ask. What was the point of me going through the online check-in and check-out if it wasn’t faster or easier AND I had to go in anyway? Next time I’ll pass.

Horrible App. I would just like to say that John who is the owner of the self check in location of U-Haul was very helpful and if it wasn’t for him we would never have been able to of rented this vehicle. he actually took time out of his busy schedule to come down and make sure that our rental went through properly since the app was very glitchy it would not submit the rental properly and when he did come down he told us that it is literally been checked in an hour before and for some reason it was letting us rent it when it shouldn’t have been. He kindly upgraded us to the 26 foot van for the same charge and we were able to use that with no issue when I went to finalize the actual rental I had an error on the app and I had to reach out to life-support to get them to fix it to which John made a call and had them immediately fix it so that I wouldn’t have to wait for life-support to finish what they were doing. so as far as customer service goes John was very helpful and so is the person on the phone but this app is trash. Sincerely Chris

App Doesn’t Work. I downloaded the app, created an account, then was immediately taken to the login screen, which promptly informed me the password I had -just- created was incorrect, and forced me to create a new one. Finally get my email account verified ( a second time) after changing my password, and the app never loads anything beyond the login screen. I entered in my email and password, for a short “loading” symbol, then nothing happened. I closed the app, reopened it and tried again. Same results. Closed the app, turned off my phone entirely, restarted it, launched the app again, and this time I briefly (for about 1 second) saw a “Welcome” screen that had three options at the bottom, one of which was Dashboard (didn’t have enough time to see the other two), then the login screen showed up again. I entered my credentials, submitted, saw the loading symbol again (a small moving circular shape), then absolutely nothing happened. I tried logging in roughly 25 times, all to no avail. I was never able to access anything beyond the login screen so I finally deleted it. Save yourself the trouble, just call, it’s easier.

U-Haul mobile pickup. I tried the U-Haul mobile pick up and drop off for the first time. It’s a super convenient and relatively easy process IF your signal is good and IF there aren’t any issues with the truck. The first location I tried had a poor cell signal for me so it was a long and strenuous hassle. I ended up canceling the reservation and was fortunate to make it to another one before they closed. I had the owner walk me through the mobile self pickup in case it was user error. I had some issues with the computer accepting my license. It was about 5 different slow attempts. I understand it’s important for the business to ensure nobody is using a fake ID to steal their equipment but the pictures were clear every time and I used different backgrounds with varying angles in case it was a lighting issue. Everything after that was a breeze. It probably helps more if you have the app just because you can easily sign in using Face ID. Returning is much easier and faster than picking up. I would use the service again and hope it’s a quicker process.

Experience was decent - but improvements are needed. I was able to use the app with some personal aggravation points. The app doesn’t tell you all the required photos needed before you get started. The damage assessment “stickers” are lame, and vague. My vehicle had some minor damage, but the vehicle wrap had moderate tears and cuts. It took me longer to take photos of all the “none” sticker marked areas. So I took a series of them and a video. The app errors while I was checking out, and then I was all done. Didn’t get an opportunity to upload all my photos. - Upon returning my vehicle, rinse and repeat with the software erring on startup. Once I get into the return again had to take a crap load of pictures again. Oh and the fuel.. Make sure you take good pictures of that gauge. I drove this vehicle 10 miles total.. after putting over $5 in gas I thought something was wrong. To my surprise, the gas was not full, and I was not putting more then 3 gallons of gas in that 15 foot vehicle. I know for sure I got more the 3 miles to a gallon. - The app should allow for us to upload a video. And, you will be walking back and forth between the key box and the vehicle. Lastly, it didn’t ask me if I put the key in the return... Asked for a picture of where I parked the truck, and then done... I wonder how many people walked away with the keys after all this steps needed to check the vehicle back in...

Horrendous experience with drop off. I spent over 2 hours trying to find the location talking with multiple uHaul reps. I would like to say that a rep Carman finally helped me by being in the line with me for about 45 minutes when I finally was able to drop off the truck. I would also like to say the rep at 2920 Governers Blvd in Wilmington refused my drop off there when I could not find the 810 south walnut location. He also proceeded to give me bad directions telling me it was at a BP gas station which was totally inaccurate. I was disconnected multiple times by UHAul while on the phone before reaching Carmen. The rep at Monroeville also tried to help but was limited in what the could do. The roads to the 810 south walnut location were closed so I had to park in a lot across from Glacial Auto yo return it. The location did not appear safe and I was concerned that I may run into junk yard dogs. But I did find the drop box and returned the key. I did my best at the photos for the app drop off but I was walking away and did not want to go back while doing the app return process as the location looked dangerous and I just wanted to get out of there. I will only use UHaul again if it’s an absolute emergency and I have not other reasonable choice.

Road side assistance is horrible. Ended up with 2 flat dual tire on rear passenger side of truck. Tires were in poor condition when I left the uhaul center. I used the uhaul app to request road side assistance at 5:00 pm. I waited an hour but the app still only indicated that my request was received. I called the 1-800 number and sat on hold for 27 minutes. Ernest then told me that my request was received but no action had yet been taken to contact anyone to help me. I was told someone would be contacted to assist me within the hour. I texted uhaul assistance an hour later and no one responded. I texted again at 75 minutes. Still no response. I called uhaul assistance again and waited on hold for 34 minutes. I was told they were now attempting to find a provider to assist me and would contact me within an hour. Again no one called me and I had to call them. I was then told no one would be able to assist until "some time" the next day and to contact them the following day. I called after I was done work the next day only to find out they still had not even attempted to contact anyone to assist me. This lack of follow through is inexcusable!!!! No return calls, no return texts and no service!!!!! I want to speak with a road side assistance supervisor and request that you contact me within the next 2 business days.

Bait and switch after I signed contract and left. I rented a truck at the Longview store. Signed contract with pick up and drop off locations. I was in a time crunch and had a schedule to keep. At some point they changed drop off location that is completely inconvenient both in location and time. When I called store was transferred to customer service where I explained I was at drop off location that I had picked and handed a signed contract stating so. Told me there was no other option than to take it to downtown Olympia location because my drop off had too many trucks. No help at all. I wouldn’t have rented if I knew I had to drop it off there. So I took it to the new location clean and full of fuel and received a phone call stating now that I left it there and they were closed so i would possibly be charged for more rental if they dint get there and check it in in time. I also used the U-Haul app and went through appropriate drop off procedures and pictures but Candice still says I am responsible. Totally unprofessional with no help solving problem or customer service attributes whatsoever. I am not a frequent renter but do rent a few times a year.

Poorly Run Company. I booked a 26’ truck to be picked up at 9am on a Saturday morning. I arrived a few minutes late and went to do the express online check in which is normally pretty easy and straight forward. Once I received notice of which truck was mine and was able to locate it, I noticed that the truck was blocked in. It doesn’t make sense to me how often things like this happens with this company. They either don’t have a truck for you when you’ve made a reservation or it isn’t ready. Why make a reservation if it isn’t going to be ready?! Regardless, I was able to find a very nice representative to help me with this which should have been a non-issue. He got me all set up so that I could take another truck (that wasn’t blocked in) which was the same size and nicer in just a couple of minutes then directed me to go inside and tell a manager that he sent me so that she could just hand me the keys. No big deal right?! Nope! Went inside to see one representative working the desk and 5 people in front of me. What is the point of the express check in?! 30 minutes later waiting in line I was handed the keys and out the door. The employees were nice and helpful but this is just a poorly run company.

Self-service feature is beta test level. 1) I had to photograph my license 4 times. Picture was clear each time. I did not get an error or further instructions, just kicked back out to the prior screen. 2) partway through the process I was asked to provide a phone number and name do someone who could verify my identity. I understand that, but you can collect that information when the reservation is made. At that time we should let people know this is going to be necessary and that you will be calling them. Most people answer their cell phones about half the time anyway, and when it comes from an unknown number even less frequently so Customers need to give the reference receiving the verification call a heads up. This going to be especially important for an off hours pickup, such as someone picking up at 5 am to beat traffic, etc. Put a reminder about this in the reservation and again in the middle of the check out process. 3) Upon return, no matter how many pictures I took of my dash board, the continue button never became selectable. An employee checked me in. Customer service is good at the El Camino store in Mountain View, CA 🙂 I’ve seen really long wait so you halls, so the app checkout and return is a great idea, but the app needs some work and the process does too.

TRUCK WAS A FACADE OF CLEAN. Several problems with this rental!! I asked the rep inside of the truck was clean. Yes ma’am…. The truck appears to be clean until you actually sit in it! Super nasty! The seats…. Dirty! The stirring wheel looked like it had spit on it!! The dash boards, floor and sideboards all dirty. The gas gauge was NOT at 1/4 tank!! It smelled of cigarette smoke! The bed of truck had trash and cigarette debri. I tried to upload that picture to the website and the system timed out. While trying to check in online your site kept asking my location from my iOS browser. It was on however, you NEVER recognized my location. I downloaded the app. That worked! Now I was able to check truck in…. You are asking for more return pictures! GUESSSS WHAT?? I already locked the vehicle and dropped the key in the door, due to frustration, so you won’t see those!!! Your app also asked if the truck was clean! My answer…. NO!! It tried to charge me!!!! Well it wasn’t “clean” when I got it! Again a facade of clean! By far this was the MOST ABSOLUTE WORST RENTAL. I left more gas in it than I got! If you try to charge me for the filth of your last renter, that was apparently somebody’s work truck, we will have very serious problems, even if I just go to the BBB! Very disappointing!!

Excellent Mobile App & Customer Service. U-Haul’s Mobile App is the best thing to happen to U-Haul. Every time I’d step into a U-Haul location, they’d be incredibly busy and understaffed or staffed with employees who are less than eager to help....until I met Kristian at the Neptune Beach, FL location. I was having difficulties with the mobile app the first time I tried to use it. He was friendly, professional and eager to help make the process as seamless as possible. This is the second time I used the mobile app and picked up at this location. Kristian was again eager to help make sure I was all set. He had just arrived as I was pulling in and before he even got settled into the start of his work day, he helped take care of getting me on the road. The mobile app worked seamless this time and with Kristian’s help getting the key from the correct lock box, I was on the road in no time. Upon returning, he was outside and welcomed me in with a wave. I used the app to close out my rental, dropped the key in the drop box and left within 5min. Thanks U-Haul for the excellent app and customer experience!

Would not recommend using 24/7 online service. If you’re planning on sticking to any kind of schedule, especially if you have a set time frame for people helping you move, I would not recommend using Uhauls 24/7 or pick up services. Long story short, it took me almost 2 hours past my pick up time to secure my truck. This process included a phone call to the listed help number, who redirected me to the 1800 number, because “We don’t know anything about that app, service, or software”. I was on hold for over 45 minutes with the 1800 number, which never did connect me to a live person. I finally got in contact with someone through the live chat option in the app. She was able to give me access after a lengthy wait for a response from her. When I asked her who I could speak with about the poor customer service I’d received thus far, I was sent a generic link to leave a customer review (which led to an error message), then she abruptly ended the chat session. Will not use this service again, and am seriously considering using a different company altogether for my next move. Side note: because I lost my help yesterday evening, due to the delay, I had to reach out to another friend this morning who only had a small window of time to help me move. Moving then took me two trips, extra time, and mileage and had to be done on July 4th. I guess holiday celebrations can finally start now...

Self service nightmare. I was notified via email the night before I was scheduled to pick up my rental that my reservation had changed to “24/7 Ride Share” When I arrived I had to download the app, re-enter all of my information and try to follow along in the now digital process to get the rental. The locks that held the keys are antiquated and did not open easily. I can’t imagine how anyone weaker than me(5’11, 210lbs, athletic) would have been able to open it. I ordered 3 pieces of equipment to be part of my rental, none of which were in the vehicle. I called customer service who then told me I had to go across town to the primary location and that they would have the equipment ready when I arrived. Before I left, I was approached by two older couples asking me what was going on with the truck rental and I spent as much time as I could to help them, while customer service is texting them. Sweet Christ, it was awful. I had to leave finally and went to the given location to pick up my equipment. Guess what? No equipment there either. Imagine that? Correction: *no equipment for rent* I needed a dolly for the move, which is why I requested three in the first place. I wound up having to purchase one. This was easily the worst U-Haul experience I’ve ever had. I only rented the U-Haul for 12 hours and wound up burning the first hour and a half trying to just get everything I reserved in the first place. If I could give less than 1 star I would.

U-Haul has issues. When I initially created my reservation 3 weeks ago, I reserved a 20’ moving truck, as that size is what was recommended for the house my mother had. It would have been the perfect size too but the day before moving I got a call that there was an issue. Fortunately I had called back and checked my reservation because they changed my truck pick up location to an hour out of the way. When I called to fix this, they told me they had no other trucks available and gave me a hard time. Finally I got the woman to reserve a 15’ truck in the middle of my route (which is inconvenient). I also had ordered a furniture dolly and moving blankets which were not included in my truck. After sitting in a call waiting line for 30 minutes, I finally spoke to the only helpful person at all of U-Haul, the lovey Maxine Jones. She helped me and told me exactly what I would need to do to ~ potentially ~ get the extra mileage that I would use by making two trips discounted, and told me that if I brought my truck back late ( because I was making two trips instead of one ) that I would be charged a late fee. I was appalled but fortunately I had overestimated the time that it would take to move and got it back in the nick of time. All I’m saying is if you want your moving day to go smoothly and worry free, do NOT get a U-Haul. I’m gonna be trying to get a refund from these morons for at least 2 days now. You’ve been warned

Very Frustrating Experience. We rented a 15 ft truck to pick up at 7:30 AM. The truck was was not there to pick up. I called customer service and wait on the phone for 40 minutes with no response. The dealer finally arrived at the pick up location and was able to get in touch with customer service. The lady we spoke to from customer service had a horrible attitude and took me I could drive to a location 35 minutes away to pick up a truck or I wasn’t going to get one. She refused to allow me to return the truck to the location that I was originally scheduled to return to truck to, unless I wanted to pick up a truck from an even further location and pay $100 more. I ended up having to drive round trip to the location that was 35 minutes away and the best U-Haul could offer was a $50 guaranteed trip, which in reality saved me nothing because I wouldn’t have had to drive so far and rack of mileage if I had gotten the truck I originally reserved. There is no excuse for the insane wait times and rude customer service staff that added to a very frustrating experience, as if moving isn’t enough of a hassle.

Pickup and drop off instructions needs clarity. If you’ve never used the service before, there is no instruction/warning on how long or what else to expect. I arrived with no person present for the handoff of pickup/ drop off. I did not know what the next steps were and opened the app and sent a text for what next. Waited 15 min before someone responded. I sent two texts asking what to do with no response. I nearly left the location during the wait time because I had no idea what next. In the return phase, sent my son to drop keys in the drop box while I opened the app for the return. Realized too late that I needed to take photos of the dash with the fuel and mileage. I knew what they should be as I had calculated the mileage before and had just filled the gas tank to the same as when I picked up. The rest of the photos were not a problem as I was still in the truck, but a better understanding of what the expectation were would have been nice. Great using technology, but a better outline of the steps would be nice before hand.

Money well spent (not). Before I ever arrived to retrieve my reserved truck, the man at the assigned store called me to leave a message that he had no trucks of that size and that he had graciously (sarcasm) upgraded my ride. Let’s be honest, no one wants a bigger rig. It’s hard enough to maneuver a larger vehicle to begin with, let alone needlessly making the truck larger. He did no one favors but himself. But I understand, it’s the cost of having a business such as this. When I arrived, the store wouldn’t allow people to enter (reasonably due to COVID-19) instead of explaining this, the owner laughed at me trying to figure out the cryptic instructions left on their door. I downloaded the app on site, which no one told me was something I would possibly have to do; using data I wish I hadn’t had to. Then technical problems ensued when the application wouldn’t recognize my password I had just created. I had to reset my password and then it remembered nothing about my transaction except my credit card number. Priorities. The cab of the truck I rented, had a directional pamphlet that someone else had left behind. Which really made me feel like the company’s safety measures towards COVID-19 were being taken seriously, not. To top it all off I paid extra for a furniture dolly, and I didn’t receive one. Money well spent! (More sarcasm.) I won’t be using U-Haul ever again.

Buggy app, nice service. Last weekend I tried using the app for two functions. The gas level on the rental paper didn’t match the actual gauge. The person at the outlet shrugged and told us to use the app to correct it. The function seemed nicely designed, but the camera button would not work to take a picture of the gauge. Later I used the return function. I got kicked out back to the Home Screen halfway through several times and had to start over. The last time I got all the way to uploading photos and it happened again, but the rental was no longer found on the Home Screen or Past Orders. However, I called Customer Service. I waited less than 5 minutes and Brittany was very helpful. She confirmed my return was completed and I could just hold the photos on my phone for a few days. It’s now Wednesday and the rental is showing in my Past Orders with no issues. I have used plenty of other apps including camera functions on this phone without such problems, so the app could use some work. But kudos on the service.

Terrible. So many things went wrong when renting this U-Haul this time. We were supposed to get the U-Haul at 7 AM and had to wait till almost 10 AM to pick it up. I was on the phone the night before to make sure I can pick up the U-Haul at 7 AM and someone on the U-Haul phone line told me that would be fine. Then I had to call four different people the day of my pick up. One lady put me on hold for over 20 minutes. Another lady was supposed to get me to talk to a manager and I was on hold and then the phone dropped. I expressed my concerns about everything and how behind this put me with all the people trying to help me move, no one cared at all. To top it off I was told that I could just drop the vehicle off at the drop off center after hours and that I would not have to be there and my father-in-law could drop it off for me. Turns out I had to follow him and do it all with my smart phone. This was such an inconvenient thing with U-Haul and I can’t believe that they didn’t make any of this right. I will recommend everyone I work with every friend I know what every family member I have to never use U-Haul and to go with a different company. You lost a really good customer right here.

UHaul Contactless PicKup & Return AWESOMESAUCE!!. My experience renting on this particular occasion was nothing less than awesomeness! The customer service superb... I extended like 3 times without any issues 😲and didn’t receive any harassing calls when I ended up having to return late when I was finally finished with the truck. I was also able to return it after hours with their new app and contactless drop off where I just followed the prompts to indicate the mileage and gas level and condition of the vehicle. Snapped some pics🤳 📸 🚚 “viola”🎉👏🏾 Returned U-Haul effortlessly I must say. I paid my bill right in the app and that was that. The only complaint I have is the fact that they charged me for the stupid appliance dolly every day as an itemized additional charge totaling $40 dollars that I actually didn’t even get to use because the truck that I had didn’t even have a ramp to effectively use the dolly. But other than that I paid for it without the complaint because I did intially ask for it. I didn’t think about complaining about the additional charge at the time of return because of the convenience and ease of use. The experience was way to simple easy user friendly and enjoyable that I didn’t have the balls to complain. I definitely would recommend to anyone!

Mobile check out. Bless Jaden’s patience and determination! The apps is picky about the photos, found the dark color of the trash can lid to help significantly. How ever I had to got stuck entering my alternate phone number for contact; I have an account with complete profile I always use one of my kids numbers The app repeatedly returned number already in use, we as a family have been using them for 5 years straight, of course the numbers are in use. I felt like now they’re just mining now but could not proceed in the app. So I had to join the line of 11 people only to be told after 45 minute wait that “my” truck needs its battery charged. So another 20 minutes to figure out if they can give me something else and fight with the register to make it happen. Last month I was told at the store of my reservation to go get my truck from a store 35 miles away during afternoon commute. The worker bees are great! U-Haul needs to deal with its software programs!

Equipment malfunction led to mileage overcharge. Oddly, this app is not allowing me to see what I am typing, just as the vehicle did not let me see the beginning odometer reading at the beginning of my rental. When I returned, I was unable to check the vehicle in without reporting the odometer reading at the end of the trip. The store was closed and the employees were leaving. I was frustrated because I mentioned there was a problem with the message on the instrument panel and I was concerned about the vehicle malfunctioning when I picked it up. It wasn’t until I returned the van that I realized that I had no way of knowing how many miles I had driven. While I was frustrated that I couldn’t get the data, I appreciated the assistance of one of the staff members, Melvin, who had just locked up and was getting into his car to go home. He helped me get the ending odometer number (which ended up being a problem because I know I did not use the number of miles it said I did) but I was glad Melvin took the time to help me and he stayed with me until I got all the way through the checkin process and got to my car. Although I frustrated that I was overcharged for the mileage, Melvin deserves recognition for his willingness to go out of his way to make sure I got safely checked in and back to my car.

UHaul auto tow dolly is awesome. First time using car dolly or towing a car. Success with no issues at all. We took our time. Cut trip into two days to drive in daylight only (easier to see where trailer body is on the road). Other bad drivers are what stress you. The trailer works well. The trailer’s straps were a bit worn, but still solid on our unit. Used my 2012 V8 Durango to pull a 2008 Saturn Aura comfortably from Pennsylvania to Connecticut. Take your time loading. The wheel straps were very secure , car hardly moves. Backing up loaded is an exercise in advanced theoretical physics, it can be done, but takes a long time, need multiple helpers, because imagine backing up mini tandem trailer semi…. because the mount deck pivots! Trailer goes one way, car another, that can go bad fast and cause damage. Avoid that. Pick places you can take wide generous turns and pick stop locations as if you are driving a huge motor home. Watch it’s fenders in side mirrors, it’s wide, to see how close you are to road lines as you drive, as you want confidence when facing construction and barriers. It pulled snug to my truck. I got 17mpg pulling this car, so lost about 4mpg over 200 miles of driving… not to shabby at all. Great tool to be able to rent.

Worst app ever.. I thought using the 24/7 feature would cut out some time waiting in the line at a U-Haul location (even if you have an appointment I’ve always experienced a wait) and I only needed the truck for a few hours. It did perfectly fine doing so, but when the return process happened it was a LITERAL nightmare. The app kept quitting and then I had to try to retake the pictures MULTIPLE TIMES. I live in Arizona which equals my helpers and myself sweating in 109 degree weather for an hour outside because the business where we dropped off was closed, and my plan was to call a Lyft after we dropped the truck off. I ended up cancelling my Lyft due to the app quitting during the drop off process and my panic due to waiting on hold for hours between my Dad and I. We both were hung up on after being nice and level-headed with these people who could care less. I tried the online chat after I got somewhere with WiFi but WHAT A STRUGGLE. I will not use U-Haul ever again for lack of customer service. I finally reached someone and they assured me that they would put that the drop-off happened. So stressful and time consuming, $170 for this nonsense never again.

Pick up was easy. Drop off terrible. We picked up truck - it took a few minutes to confirm the info but it was basically easy. I rated it a 5. We dropped it off at another location 2 hours away. It was a Sunday night. They advertised 24/7 drop off. First of all the place wasn’t where it said. Addresses had been changed and we had to turn around and go several miles in the opposite way. I’m not sure whose fault that was but it cost us an extra 4.00 in mileage. We got to the location and there was no key drop. / anywhere. We went through the whole process on the phone. Completed the information and it closed out. There was nothing stated about where to put the key. We called the 1-800-uhaul number and after being on hold for a very long time- we spoke to a very nice lady named Leshon. We were on the phone with her for 29 minutes. She offered as much help as she could. There was just no drop box and the key would not fit between the space on the front door. We hid the key. She documented where we hid it. We will contact the place in the morning and spend a restless night worried that someone will steal that truck! This is a very bad flaw in the system! There simply must be detailed information about where to leave the key. We will never use this system again.

Customer service agent Tiana?? Brooks at time of rental. There is a lot to take in when you are working in customer service for any company, whether they are a small business or a national chain. I want to go above and beyond with my appreciation for the agent who assisted me on the telephone the night I rented this van. It was around 12:30 AM due to a delay getting to the facility because the road coming into the facility was blocked off due to a fire. She could not have been any kinder, professional or patient while she was with me on the telephone. The automated process that U Haul claimed I could use did not work and it took both of us two or three times to get it right. She was an absolute rockstar and I hope she will be given a huge award from a customer who appreciates her very very much. Please let her know how much I appreciate her kindness, patience and help with getting this truck rented! THANK YOU!!!!!!!!

Awesome U-Haul Employees. We made our Reservation first of all, confirmed it and everything. I had to change the day of pick up at the end of month weekend and Chris Schaffer accommodated my family & I with more problem! Also further more we ended up loosing all of our moving helpers and needed the truck longer. I called and the phone rang twice literally and Roberto Colon answered. I explained the situation to him in detail and why we were running behind, it took him a while to figure something out that would work for our family and future reservations for other families. He quickly came back to me on the phone and said, “no problem”, I will take care of this and things happen that we can’t control sometimes. I appreciate this location so much for their excellent customer service skills and recommend to anyone moving to use this location and your services that you provide. Thank you again for everything, my family is very blessed!

Easiest Interstate Rental EVER!!!. I rented an auto transport to get a vehicle from MS to MA... Under COVID it was a 24-7 Contactless Pickup... The only hiccup was reserving it at the wrong location which was three hours away... I was able to reach a CSR who switched my paid reservation to the correct location... Even though I have a CDL Class A and familiar with towing I checked out the U-Haul walkthrough video for loading & hooking up so I would have things per the contract... The video was PHENOMENAL & during the Dropoff Process the Step by Step with images via the U-Haul App was also PHENOMENAL!!! The only thing I would suggest to U-Haul... I own a Polaris Slingshot with a center third wheel... The Auto Transport would be HUGE to our community for us to transport our vehicles, but it would need the addition of center ramp and bed section the width of the rear tire for transport... This would be an easy add-on to all of your Auto Transports and I would back it fully and promote via the Polaris Slingshot community which is growing daily!

It makes you late when you think you’re on time. I showed up the exact time of my pickup, met up with the cashier who told me I needed to download the app cause I chose the online option. Ok this’ll take a sec. Ended up I had to take a picture of my own license and upload, then fill out information I thought I already filled out online beforehand. Thought that was the cashier’s job to this, not me. Before I knew it I was a half hour late and I had an hour and a half to move my stuff. We were in such a hurry to throw everything in the van and drop off just so we could park the uhaul on time. We were a minute earlier than our drop off time but the app then proceeded to ask us questions and present photo evidence the van was gassed up, met the odometer requirements and that it was clean and tidy before dropping it off. I thought that was someone else’s job to check, not mine. Especially if they’re charging me for the time I’m wasting on their app. I blocked off time to accommodate moving, not to take a half hour test on whether or not I was able to drive and prove the van was clean. CC rentals in nyc are the way to go.

Blowout on Christmas Eve. I was towing my car on a U-Haul auto transport trailer on I-8 in the desert 15 miles west of El Centro, California when the right rear tire blew, destroying the tire and the rim. I contacted U-Haul roadside assist and Jorge contacted me and said he will be right out and get me on my way. Jorge determined there was more damage than just the blown tire and the trailer could not be repaired at the roadside and could not haul my car. Jorge made arrangements with a local U-Haul facility to replace my broken trailer after hours with one they had on their lot. A few hours later I was back on the road again towing my car behind me. I later found out that when Jorge received my call for help, he was leaving for Mexicali to spend Christmas with his family, who was waiting for him to join them. Jorge didn’t mention this until he got me taken care of and I had asked him what his plans are for Christmas. If there were 10 stars to give him I would certainly give them to him. He went above and beyond what a normal person would be expected. I am truly grateful to him and hope he and his family enjoyed their Christmas. Thanks Jorge!

Rental on mobile doesn’t work!. It looks simple and seems simple — did all the work on the app on my phone — license, credit card, distance. Got confirmation that all I needed to do was show up with my phone to get car. Well, that didn’t work, pressed ‘pickup my truck’ and ended up in an endless loop of ‘pickup my truck’ - then a message saying I’d done everything needed for 24/7 mobile pickup and to hit ‘continue’— and itnjust took me back to ‘pickup my truck.’ First person at U-Haul said I could just start from scratch, but I mentioned I had a reservation and a contract number. She refused to answer why there was no truck ready for me or how the app worked. Just, can’t help with that. Finally got someone to help, they asked for my license and credit card again. I thought it was unnecessary, but gave them. Then they realized I was already in the system. Truck had a gasoline smell inside so they tried switching the car. Suddenly my license showed invalid (while it had worked 5 minutes earlier and was newly renewed last month). An hour and a half later, I finally had a truck - and missed all my plans for the evening. The advice from the rep at U-Haul? Don’t use the app next time. Just call. It’s easier. This the bad review. I’m only giving it 2 stars because the interface was great and had it actually worked, I’d have been pretty happy.

Not sure the convenience is worth enduring the terrible pickup process. This is my 3rd or 4th time renting a self-pickup Uhaul, and the only time I have not had to call support when attempting to pick up the van, despite following all their instructions online to a T. They REALLY need to figure out their app and take a cue from Zipcar or Getaround by streamlining the pickup process. While the idea of being able to rent a Uhaul in the neighborhood without having to go to a rental location is great in theory, the pickup and drop off process take about 10-15 minutes each so be aware this will cut into your rental time. You need to arrive at your pickup time ON THE DOT or your rental will be cancelled. AND you’ll be asked to upload multiple photos of the van, yourself, your drivers license, the odometer, etc. every single time so that a physical person on the other end can manually approve it before the van is unlocked. If your connection is spotty or the app can’t identify your location, then you should probably just forget about it or expect to spend 20 minutes waiting on the phone with a customer service representative. It is such a clunky time-consuming process it almost outweighs the convenience of being able to rent a van in your neighborhood.

Neighborhood mini storage in SULPHUR La. I will never rent with this place ever again because the truck having no dash lights is unacceptable. And me having to fight with that back door is also. It did it b4 I left U-Haul and I was gonna just call roadside Ike the lady told me to do but it fixed itself from hitting bumps in the road I guess Soon as I got home with my furniture and opened the door it almost yanked my arm off and now the door stuck again. The lady at mini storage was not trying to help me at all when I rented and she told me the other trucks was rented already and that the people picked up the keys already and that’s not true. I’m here now and those trucks are in the same place. She gave me bad vibes with I walked through the door. She was not nice and helpful. She could careless if I got my rental or not. I had to pick up my furniture at 5 pm and I asked for a newer truck and she refused to let me rent it. I really felt discriminated against . She put me in the worse she had and I knew she would when I walked through the door. I spend to much money with U-Haul to be treated that way. I will be contacting budget on my next rental.

Very dissatisfied. We had a reservation for a Sunday. Called the local dealer who was assigned to us (on Pleasure Rd in Searcy AR) to change to Saturday. Was told not a problem, he would change the reservation and call him when we were ready to pick up the truck. Called him about 8 times over the course of 2 hours on Saturday with no answer. Drove to the dealership - it was closed with other customers waiting in the parking lot trying to contact the dealer to return their truck. Finally called UHaul to see if we could pick up the truck elsewhere. Waited on hold for 20 minutes, and was then put on hold another 15 minutes for a regional support person. Was finally (rudely) told how to pick up the truck using the app (which the local dealer had said was not possible). Picked up the truck (after a 15 minute search - it was behind a building across a busy street) but the dolly and moving blankets we has reserved we’re not in the truck. After another 40 minutes on hold was very rudely told there was no way to get a refund for the blankets and we would have to call the local dealer (who would not answer his phone) for that to happen. Finally gave up and bought blankets at a local store so we could make our move. We will definitely explore other rental options in the future - neither the local dealer nor Uhaul corporate appear to have any interest in customer service.

Location changed for pick up and drop off without my approval.. Reserved a 20 foot truck weeks before our move. The night before the move, I get a call to drive 30 miles over a mountain to pick up the truck, because that was the only location with the truck. Once I arrive for my 8am scheduled pick up, the app tells me I have to wait until 10am for the location to open. Luckily, one of the employees show up, and we spend 15 minutes getting the paperwork in order (I chose truck share because it was said to be contactless). The 20 foot truck was reserved for another customer, so I had to take a 26 foot truck over a windy mountain to begin my move, which I am now late for the movers because of the hassle at obtaining the truck. The employee added 30 miles and took off $30 from the reservation. During my move, I get a voicemail from U-Haul that they have changed my drop off location to about 10 miles further from the original drop off. Some other customer needed the 26 foot. They offered me $50. The new drop off location was not well marked, and there was not an appropriate sized place to drop off the truck. Moving is an extremely stressful situation to start with, and while I will say customer service tried to amend the situations they personally put me in, I cannot recommend renting a U-Haul for a move.

Moon rental.. Was supposed to pick up truck Tuesday 1.00pm. Waited til 5.00 - no truck. Was told no truck for another week. Had flown my family down from Massachusetts to help my daughter move on that day. Obviously after buying everyone a plane ticket we were going to stay in a hotel for a week and wait for a truck. Had to drive 300 mile round-trip to pick up a truck from North Carolina instead of Williamsburg Virginia, which was original truck rental location. Had to buy my own gas for that 300 miles. Got home 10 PM at night and had to leave the following day because we didn’t have enough time to load up the truck and leave on Tuesday. We did not leave till 5 PM on Friday as I had to load 26’ truck on my own in 100 degree heat. I had to buy a hotel for the night at one in the morning and continued the journey the following day. When I asked what else can you do the sales representative said well I’m sorry there’s nothing we can do about it the person didn’t return the truck. That’s what I call great customer service. So here we are five days later putting the stuff in the storage that should’ve been done Wednesday or Thursday. I think you get the picture not a very happy customer. I believe you gave me 200 miles instead of the 300 that I used to pick up the truck that wasn’t in the right location and I probably spent about $80 on gas for that 300 miles that I should’ve had to spend. Feel free to post this on your customer website for feedback. Yours Glen W. Moon.

Cost is misleading. I arrived at the store to pick up the 15 ft truck. It was an older model and the Air conditioning was was out. Was told to take the truck to another U-Haul store which was several miles away. They said they did not have another 15 ft truck. The other store was in the opposite direction. I called that store and was told I would have to take it to another U-Haul store much further away in the opposite direction. I told them I wasn’t taking the truck anywhere to get the AC fixed and I would cancel this order and come get a 15 ft truck from them since they had one. The owner of this store magically came up with another 15 ft truck which was a much newer model with low mileage. I am a 64 yr old woman driving a U-Haul for the first time and had a 250 mile trip ahead of me. Why didn’t they give me the newer safer model in the first place? When I returned the truck to the store there was no one there to confirm I returned the truck. I stood there a long time after a very tiring day. I realized I would have to verify the return online. They didn’t tell me when I picked the truck up that the online return process would be so time consuming. It was a pain. So, they advertised the rental for under $30 for the day. It cost me $307 including gasoline. I am very disappointed in this U-Haul store.

Terrible. When entering passwords constant errors and timeout functions when attempting to login. I plus I ordered items at this location but this location does not have. And I was charged for a dolly that they did not have a dolly fee that I did not receive and furniture pads that I also did not receive because this location does not have those items. It seems that this app sells you items that the location doesn’t have and then I am charged for them I’m quite upset I got a charge for three items that I didn’t even get. On top of everything else when I got to the location to pick up my U-Haul the app would not let me pick up there was no person to talk to I had to call U-Haul which had a hour wait for customer service. Attempting to go inside of the place that the U-Haul rents the lounge/bowling alley says they have nothing to do with U-Haul the app tells me to go inside and talk to someone well there was no one there I eventually after 50 minutes of waiting someone showed up and said that they had to check in the U-Haul‘s before I could run it another 20 minutes goes by I asked them about my furniture pads and my dolly they said they didn’t have it I asked him to take it off but they didn’t. They gave me their number stating that they would help me out when I got back it was an incorrect phone number. This whole experience has wasted my time and your company has stolen money out of my pocket absolutely absurd.

The app is horrible. I set up a time early in the morning at 6 AM to go pick the truck up and because the app does not work properly I was not able to pick my truck up until 9:30 in the morning I sat in the parking lot from his three hours and was on hold with U-Haul for about the same amount of time finally someone from the U-Haul office showed up and by that time because it it had been so long U-Haul canceled my my reservation because I had not picked my truck up someone else booked it leaving the office tried telling me that I was not gonna be able to take the truck and I told her that I was taking the truck she made it happen but the whole experience was ridiculous no discounts were applied I was not able to arrive at my destination until four hours later five hours later because I still had to pack the truck in turn made it so I had to drive back home to have the truck back by 9 o'clock through the night I just believe this is ridiculous why I said something up so someone can pick something up if it's not gonna work properly

Horrible experience all the way around. Let’s see, I reserved a truck and paid in full at order time. Then next day I get text that my pickup location changed, and they don’t have the size I ordered, about 5 miles away from original spot, but adds 40 minutes of driving because Birmingham at 5pm. On the way from out of town to get truck, I get another text, they changed pickup location again, not too far from the last one, but seriously? So get there to pick it up, the check in app won’t let me check out, says I owe $.93 (tax rate change since p/u locale changed) and it won’t let me pay via app, so I have o deal with the one guy trying to run a busy gas station at 5:30pm. Fun. Finally get helped and he says I owe $40 - I ask for what, he says it doesn’t say, just that it’s due. So, call to customer service - 20 min on hold and I talk to someone who says it’s a mistake and she has to get a mangler to fix it...and call get transferred to some other csr rep - I give story, back on hold, a loooong time, she comes back in, still working, back on hold... and The charge is for the safe trip insurance I didn’t order. I told her that, apparently this is a bill padding thing U-Haul does. I just pay because I’ve got crap to do and it’s already wasted too much time. Taking it up with them Monday. Oh, and their own webpage had a link to feedback that was broken. Penske it is from now on.

App useless and a loss of time. I was told to download this app so i would have been able to return the rental after closing. I did and made a reservation. When i went to pick up my rental instead they would not allow me to return after hours. They sent me to a second place miles away. The app also says you will avoid waiting in line. Not so. In the second place there was a line and i had to do it all!! Then i still had to lose time answering more questions. Finally a get the rental more than 1 hour after the original reservation time. AND, since i had to travel to a more distant place i had to pay for more miles!!! They told me to take picts of the rental before returning it and send them to show there is no damage. So when i returned i took picts. Then i had to use the app to return, instead of just dropping the keys. Took forever. The app made me take picts again to show the rental was clean. However, there was no way to add picts of the outside showing that there was no damage. You would think that should have been the purpose of the picts!! Anyway, the app crashed twice. I used to like uhaul. Thanks to this app i hate it.

I don't want to create an account!. I was given clear instructions on the rules of renting & returning the truck before I left the premises, however, I was not made aware that the return process would be so tedious. Because I was busy moving, I didn't realize I had been sent a text message with a link to use upon the return of the truck. As instructed by the nice lady at the counter, I took pics of the truck, inside & out, as well as the gas hand & the mileage, however, the link I was provided did not allow me to use the pics from my phone gallery. I was to take the pics once I was inside the app & upload them but the only problem with that was I had already locked the truck & returned the key so I ended up taking random pics of the inside of my car because the app wouldn't allow me to move forward without doing so. I will attempt to call first thing Monday morning & explain, though. BUT!! My biggest issue was having to download the U-Haul app & create an account to even do all of that! What happened to the days where I pick up & return the truck & just drop the keys in the drop box?! GEEZ!!

Customer Service. I was very dissatisfied because it took two hours to check out the uhaul even though I had a reservation and only two people in front of us. The guy named Carlos was taking a long time and was installing a car onto an auto transport for a different customer for 45 mins when there was people were waiting. When he came back I overheard him mention to the other employee that the previous employee had left his shift an hour early. We requested a certain truck and the lady refused to give the uhaul and said she couldn’t because her boss won’t allow it. I told her, “I am the customer and I can go somewhere else” and she responded, “I had to listen to her manager and not the customer.” I told her I was going to call the manager. She responded, “go ahead she won’t answer.” Then I told her then I would call corporate. Then she changed her mind and gave me the uhaul I wanted. She told me to drop off the uhaul in Pharr 20 miles away from my destination, while there was one located 1.8 miles away. After the 2 hour wait, the U-Haul was dirty. She didn’t offer to clean it. I had to ask her to clean it. If she expected me to return it cleaned. Which I did.

Bad experience. I reserved a 15’’ truck picked up at 6 am with a dolly but one day before the pickup day I was informed no 15’’ truck available so that I can get a 20’’ truck without additional fee. Actually I do not have much stuff and I wanted to move to a place require long driving distance (more than 4-hour driving). The change may cause a much higher fuel costs but I accepted because I have no alternative and no additional costs caused by this change. But at the pickup time, I found no dolly inside and the fuel was not full which may cause more fuel costs. I cannot move without dolly so that I wasted 2 hours (from 6 am to 8 am) for an explanation that where my ordered dolly is and why customer service said my contract never included a dolly. The agent there said there is no dolly available so he removed it from my order at 2pm on yesterday and he just left a note. I cannot believe he can easily change my order without a more clear and direct method such as a phone call. If I knew it on the day before moving day I can order another one at other location instead of waiting an explanation for two hours on the day of moving. I could not finish my moving until midnight, because the leaving time was much later than my plan, crowded traffic wasted my time and fuel. I really don’t want to experience this again and I hope I can get a formal reply with respect to all the problems.

I do not like U-Haul. I just rented a vehicle. I was told one price and quoted a different price. When I picked up the vehicle I said I needed to change the drop off location to another place. They took down the new location and said that is okay. I called that evening to confirm an they again said it was okay and that they would send me a drop off location. When I went to the location that I told them o needed to drop it off they had sent me the wrong location. So again I called. They said they would change it. They gave me a new location and I headed that way. Then they said that location could not take the truck. They finally found a location after a total of about a hour on the phone. I concern everything I want to make sure it has no problems. This is not my first rental. I usually use Penske and get a good deal bit this time I wish I did. Penske would have been so much easier and at the end would have been within 5 dollars of what U-Haul finally charged me. I would have saved time and fuel with Penske and had a better vehicle. I will not be going back to U-Haul or even think of trying the again!!!!!!

Horrible app and too much human error. From the beginning this journey started horrible. First off the app sent me to the wrong location. I would like to note I had made a change to my reservation by changing locations to allow me to use the app to pickup at an earlier time. Unfortunately the person who I spoke with must have never change the location because when I left at 6:00 am this morning it sent me to the wrong location. I kept trying to work with the app but the location settings would not work. After trying for over an hour I called customer service. They told me I was at wrong location and sent me to a different address. So after losing an hour and half on my journey I finally got the truck. The truck was great and had no issues with it whatsoever. The next problem came when I tried to drop off the truck at the same location I picked it up. The office we closed so I tried to use the app again and it still had me at the previous location. So after calling customer service and pleading with the rep to get a manager to make the the correction I finally we able to drop off the truck another hour and a half later. So I lost three hours time because U-Haul does not have the capability yet to use the technology they pay for. I paid for it and lost. Buyer beware!

Little overwhelming. 1st the 26’ truck I originally ordered was broke down. Then they sent me 56 miles (one way) to pick up a smaller 20’ truck and a 6x12 trailer. Losing 100 sq ft but charge me the same amount. Well kinda not okay but what made it worse...when I got there they didn’t have a truck for me. Mind you I’m in a bind now cause I have people waiting to help me load. I’ve already driven 2 hours out of my way to pick up an imaginary truck. After an hour and using my “Mom voice” a few times they got me a truck and trailer. The associate was super I will say that he did an amazing job trying to help us. Still charged me the same amount and only gave me $30 off. Mind you I spent gas in my vehicle and used more gas then I should’ve in the UHaul. It was all just pretty overwhelming. Then drop off with the app was easy hard part....locating a good place to park it with out blocking anything. They need to have a more centralized location for drop off then “wherever just not there” type of directions. Still believe for all this trouble we should’ve gotten a little more reimbursement then $30!

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Can’t type in. Impossible to type any infos in the app because there is nothing to make the keyboard appear on my iphone 13 pro max

Don’t bother. At the time of pickup the app asks for your pease agreement, employer contact or passport at the time of pickup. How am I even supposed to have my lease agreement or passport while I’m in a different city??? Had to go to the location instead.

Terrible app. 1 page out of 3 won’t open. Very hard to find a location. Never been able to book anything on that terrible app.

App is glitchy. The app rarely works. It frequently has “no network connection” when I have full bars of both wifi and cell service. Therefore deeming it useless for mobile checkins and checkouts. Or simply wanting to review your order/reservation details. Please work on this apps stability. I’m using it in Canada if that makes a difference.

Only improvement needed. Have it so user can remain signed in, otherwise awesome app!!! Very convenient!

Great concept but has a lot of bugs. Great concept. Has a lot of bugs.

Horribly Slow with Constant Crashes. One of the least stable apps I’ve had misfortune to use. Insanely slow to the point you will think you’re crazy. Honestly pathetic from a company this big.

Bad. Very bad rate because slow app u-haul

First time using U haul. I intended to use U haul for my moving for the first time. I called and booked a truck 4 days in advance and got a reservation number in text message however, when I went for pickup they said truck is not available and the reservation timings are changed. How can they change timing on their own without asking me? No other trucks were available at the location too. The guy at the counter in Kensington, calgary location becomes rude, when I explain him the situation. I advice find other trucks they are available and at same price don't waste your energy into booking u haul unless you are ready to deal with delays and rudeness. My day was wasted not to mention the wasted efforts in all other related bookings and charges.

Unit Conversion Bug. I attempted to check in to my reservation using the mobile app. I put in 147 km into the price estimator and it automatically changed the rate to $109 for the day, great. But when I competed that step the confirmation page with the bill looks as if it was calculated with 91 km as my range and the price is way more. 91 miles is roughly equivalent to 147 km, so there’s a bug in there, please fix this.

Works Great!. Works great! Stable, and everything I needed to rent a truck. Found just the right size. Up to date app.

Bug, bug and … bug. Si les oscars de la pire application existaient ce serait le lauréat. Always bug

I hate your app just want you to know. It’s awful. Want to reserve a trailer like 10 screens before I can reserve. I actually missed being able to the first time because I couldn’t get past another ‘buy this too’ page. Made it simple for the love of sweet baby Jesus

Unreliable. This is a good app as far as features and usability, but it stops connecting to the U-Haul account server after 2 or 3 uses. The only way to use it after that is to delete the app and reinstall it. Frustrating.

Buggy slow app with blank black screens. Buggy slow app with blank black screens.

Pire application que j’ai jamais utilisé dans ma vie. Ni l’application ni le site web marche pour faire une réservation

Great customer service!. I had a great experience with the staff at this location. Friendly and helpful. They quickly sorted out a problem with my booking and made sure I was taken care of. Thank you! The hardest part of the entire thing was finding a nickname that wasn’t taken to submit the comment.

OTP does come. Tried to update my reservation on web.It always gives session timeout error. Tried to re-login using SMS or Email OTP. Same behaviour on app. OTP never comes. After multiple tries, my account was locked out.

Adds to moving stress. Despite several attempts, app fails at almost every level. Difficulty uploading information, images, check out walk around, check in info, reservation edits, adding/deleting add on options. You’ll end up in line at counter for assistance anyway. Great in theory (advertised to save time & simplify process) but just doesn’t work and so reflects poorly on the company

All around bad. For being a company as big as uhaul you would think they would have a functional app/ website. The app is so laggy and slow it’s almost unusable.

Useless. Uhaul and and all its dealings are absolutely USELESS AND A JOKE

Full of bugs. Tried to use the app twice within a few weeks and it just freezes or gives error unable bla bla bla. Very poorly made. Easier to phone your closest place using google maps

Not loading and completing my order. It’s been hours I close and reopen app it crushes every time keeps saying tap to reload doesn’t compete my order for truck rental and keeps deleting and I have to start over again and again deleting now the app

Got scammed. Worst app and company I ever seen. Plz do not give them ur money.

Terrible experience. Using the 24/7 truck share service, I went to pick up my truck at a late time of day, and in the middle of the process the app froze, and when I restarted it it told me that the truck was now dispatched under my reservation and my card is charged, but I never got access to the key in the lock box. So I wasted 3 hours on hold and finding out that I would now have to pick up the truck the next morning when the place opened which puts me 3 hours behind schedule

Great in theory but not in execution.. Self pickup is a joke. It refuses to register the back of my licence, which means taking the time to go into the store & sorting things out that way, delaying pickup time.

Useless. Doesn't work. Won't let you log in most times. Just book online and save yourself time and frustration.

Pages don’t open. Tried getting in and out, reinstalling the app and opening and closing it several times with no improvement. This app is garbage.

Horrible. Why do you need apps, just use the website? It works so poorly. Takes too long, kicks you out after awhile.

Uhaul’s whole rental system is broken. Using Uhaul was a nightmare from beginning to end. Truck broke down, which, sure, even new trucks break down sometimes. Getting switched over to another vehicle was like pulling teeth, practically had to beg the customer service for the truck when they had already set me back an entire day. Then they made a new contract, didn’t cancel the old one, and didn’t refund me for the old contract until I badgered them repeatedly. Finally got the refund receipt today, after MORE THAN A MONTH. AFTER 5 AGENTS SAYING I WOULD GET A REFUND AND THAT EVERYTHING WAS TAKEN CARE OF BUT THEY DIDN’T ACTUALLY FOLLOW THROUGH WITH IT. Uhaul is garbage, I will not be using U-Haul again.

Crap app. Works very slowly. Constantly knocks out. Renting a truck on your own after the branch closes is an adventure. The application often gives a black screen, sometimes you can enter card data from the fifth time. Terrible

App works fine. The app works perfectly fine. The 1 star is for the unprofessional way that the company does business. Booked a reservation and 3 weeks out they cancel it because the vehicle is “under repair” but proceed to offer me the same vehicle but for a much shorter time span than I originally had. Terribly unreliable in a time of moving. Will not be back

Terrible Company, Worse App. App is terrible and full of issues. Better off resorting to carrier pidgeon.

Cannot book access to a U-Haul box through the app. The app will make you *think* you booked access to your storage but they do not send any type of confirmation or tell you if a booking is actually available (they let you click any date and time even if it’s actually not available). I showed up to add stuff to my storage box and the place was not even open (it was a weekend). To add to this, the app told me the box would be available to add items at midnight on a particular date but the store told me it would be available 9-5 only. The app should only show you actual available bookings AND send a confirmation.

Nightmare to access from another country. I rented a unit from uhaul, because I was going to India for a few months so it made sense to store my stuff in a storage unit rather than paying rent in Toronto. I love the services from my uhaul store, but what I hate is paying for the unit online from India, the website won’t open up, the app keeps loading and won’t let me sign in … I had to connect with store manager and make a payment connecting to her every month.. it was hell because of time difference. Hope they fix this bug in future. I love uhaul but app was frustrating to access.

Ne fonctionne pas du tout. Une des pires apps que j’ai vues. Avec un mélange anglais et français moyen…. Je vais me contenter du site Web qui marche de façon acceptable.

No trailers to tow vehicles on app. I want to tow my sons car with my pick up but there are no vehicle tow trailers or tow dollies in this update. Only cargo and utility trailers. Was this an oversight or has U-Haul stopped renting vehicle tow trailers ?

Application unilingue anglais. C’est triste de voir une compagnie aussi grosse et qui se restreint à la langue anglaise. C’est comme un bon repas mal arrosé !

Worst customer service!. I was told that a supervisor/manager will call me within a week!!! It is now over a week and I didn’t receive any call!!!

Un flop total. Ne fonctionne pas du tout 90% du temps et seulement 20% de l’application est francophone j’aurais donné 0 étoile si possible

Doesn’t work for me. I deleted and reinstalled the app and could finally log in but that’s as far as I can get. This app needs a lot of work.

Terrible service. Twice now in a row, I can’t pick up my reserved vehicle The support within the app Basically hung up on me (They sent a message redirecting me somewhere else lasting about .02 seconds before closing the chat window) Disappointed

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- 10 stars. Worst app ever!!!! Unfortunately I can’t give it negative stars but if I could I would give it -10. I think Uhaul should fire the app developer then rehire him/her just so they can fire him/her again, then sue them into oblivion, get Will Smith to slap him/her’s first born, and take away his/her’s birthday. For some reason my address was drastically misspelled on the app as well as my email. I edited them both and just when I finally got to the point of confirming the reservation (after having to enter the same info multiple times)to rent the trailer, I noticed that the email was still incorrect, and when I attempted to edit it a second time, it brought me all the way back to the beginning at which point I called the call center. The call center seemed to have all the correct info except I still had to give them my credit card info even though I entered it into the app (apparently the call center can’t see what’s on the app). Worst app ever, DON’T USE OR DOWNLOAD! Just call Uhaul and save the headache.

Rude location representative. I had a horrible experience with the personnel working at the front desk, Brittany. I made a reservation online, but when I went to go pick up the the truck, she added some package stuff to my reservation. I told her that it was not something I needed and requested her to remove it. She began arguing that it was not something she did, and cannot make changes to the reservation. Also, she insisted that if she were to make changes to the reservation, she will have to cancel the reservation and I will be left hanging without a truck. At that point, I contacted customer support and customer support told me that it was something that the store did. She treated me very disrespectfully even though she knew she was trying to rip me off !! Totally disappointed with the level of customer handling !!!

We had trouble with picking up by phone only. I would recommend you pick up when there’s somebody at the location otherwise there are a few idiosyncrasies that can cause an issue. First of all the phone numbers you give them for references they’re going to call them and make sure you’re real well I gave them references I didn’t know they were calling them so these people thought it was scam calls and didn’t answer. The other thing is my daughter made the reservation but we went to pick up the truck and they would not let me have the truck because her phone wasn’t with me. So you must have the phone number of the phone that will be in the location with you or you won’t be able to rent. It took us two weekends to finally get the truck and even the second weekend we thought we had everything covered it was still at least a 45 minute to 60 minute hold up

Not the best first experience. Had a rental picked up at office hours in MA one way to New York I had to go from one location to the mother to get the rental after making reservation at the first location… that was a smooth process. After a 3 to 4 hour drive I was ready to return the rental to the location which was already prefix on the contract. To my surprise when I called for the office business hours at the drop off location they refused to receive the 15 foot rental with instructions to call U-Haul CUSTOMER Service . It took 50 min to get someone to talk only for the line to disconnect without knowing what was the end result , second call waited less than a hour just to get another location confirmed for dropping of sins the office was closed at that location I decided to go next morning . Next day I drove to the new drop-off location and again the rental was refused . At this point to think that returning a rental is such a hassle I would have care less to just dump it at any corner and walk away that much aggravation it caused me. Called up u haul wait time was 10 min. after 3 transfers I got Melany from trafficking department Gave me another location which was slowed I finally decided to just do a self checkout which I was avoiding from day one . For such a expensive rental and having to to go thru that I would use it as the last option in future rentals.

Great experience. We picked up a 10’ truck in Boston to bring my daughter home from school. The whole thing could not have gone better. One way rental, returned on Long Island NY. Rented a dozen furniture pads which were super helpful. Would’ve gotten a mattress pad but none available at the pickup location so did without. Only a 1/4 tank of gas, so a little annoying to have to fuel up along the way, but didn’t have to return full. EZPass will supposedly be billed once the bills hit UHaul. Brought on Long Island ferry (BP-PJ) with no issue, reservation made on website because vehicle length was less than 20 feet. Truck ran great, pick up and drop off were speeded along by the app. Will definitely do it again in the future next time I need to.

Completely screwed me over. I originally rented a U-Haul to pick my keys up at the desk, it let me reserve it for Saturday even though that location isn’t open on Saturday. I had 6 people ready to help me move at 10am and when I couldn’t get the truck I found out almost all locations near me didn’t have trucks. I finally found one for 1:45pm and by the time I got that truck to my house, it was just my wife and I to move the whole house. I talked to 5 U-Haul representatives and the only one that actually helped me was the guy at the front desk of the place we finally ended up getting a truck at. All 4 other people seemed like they just wanted to get me off the phone, except for 1 that seemed happy to give me bad news. This isn’t the only time this has happened to me with U-Haul, after this final bad experience I will never use U-Haul again for a situation where I have to rely on them keeping their word that I have a truck when I need it. I advise just hiring a crackhead to move your stuff, probably more reliable.

Terrible app. U-Haul’s app is garbage. When it does function users cannot use many of the features it claims to provide. For example, customers can not modify existing reservations without going through every single step in the reservation process from beginning to end (even if users just want to change one item—you have to answer every single question again and again). This would be a minor inconvenience if the app didn’t keep trying to confirm an order using inaccurate information. Do you want to confirm your pickup location is exactly the location you selected? Good luck. The app chooses whichever address it wants to use for your pickup location and no matter how many times users correct the mistake, the app changes it back to the wrong information by the time the confirmation e-mail arrives. Users who attempt to cancel the inaccurate reservation receive a notice stating “this reservation cannot be canceled” (even though the rental pickup date is 2-months away); forcing users to call customer service (and, of course, the representatives “can’t see” the reservation—or anything about the app or the problems it creates for users). Marketing an on-line rental reservation app sounds like a good idea. Unfortunately, U-Haul’s app is garbage because it creates many technical problems for users to try to solve.

Uhal review. The guys in Tahoe who helped us out in the beginning were super nice and did a great job. But my issue is that the address on the paper was completely incorrect. We went to the address 2 times and almost crashed due to the snow with the trailer which we had to get rid of because we could not leave it in the driveway any longer even though we were given until the 6th to return it there. But was no where to keep it past today. Nowhere on the sheet or did anyone tell me it was Millenial towing. Once we looked up millenial towing it brought us to the correct place which the address on the sheet took us 20 minutes out of our way. Also there are two Uhal stores closer to where we moved to which was Breckenridge. I am very unhappy with the miscommunication and incorrect address on the paper we were given.

I will never use U-Haul or their awful app ever again. Never in my life has an app caused me so much stress especially when moving is already extremely stressful. Uhaul made it so much worse with their lazy “service” which we are at the mercy of because they have cornered this market. When I got to the office, no one was there, despite the open signs during normal hours. So I was forced to start the process with this app. Uploading the pictures for this process was EXTREMELY SLOW! It ate through my first hour of my truck rental! When I was done, it took another hour of my time to finish the awful, tedious process. All of that time and money wasted because I needed a bigger car which also stunk of horse manure!! Uhaul made something already terrible that is moving, even worse. Do anything else but this! Don’t support these scummy capitalists who will continue to take advantage of you without recourse because they taken over the moving market!

Equipment Missing. It usually takes no time to pick up the truck using the app .. this morning .. it was a bit longer then normal as it wanted additional verification. A photo of my license and another photo of myself and my credit card and telephone number wasn’t enough ... I had to put in my friends telephone.. but he didn’t have his phone with him.. my concern was what if I didn’t bring anyone with me ??? So after waiting in the cold we used my Sons phone .. we got in the truck and drove to our destination finally found parking and there was no dolly nor protective covers which were ordered . Had to go back to the facility to get the dolly and greeted by some rude ,nasty lady , I should have been the one mad and inconvenienced, not her. Was told to go get the dolly myself in the back, a simple apology would have sufficed. By the time I got back to the location my friends ended up paying some people to help us load the van. But what a waste of time .. I truly hope I am not charged for these items and U-Haul does the right thing.

Online Pickup & Drop off is Horrible. Reserved truck online. When I went to pick up I was required to again take a photo of the front & back of my license & then a photo of myself. THEN I had to get two people to “verify” me on a Sunday morning. Had to give a third person’s info since the number that called was not identified as U-Haul. Of course this wouldn’t have been necessary had I had my passport (?!) or a lease agreement with me - yeah I always bring that stuff when I’m renting a truck to move. 40 minutes later I was on my way - what a colossal waste of time. Dropping off (in the dark) I was required to take photos of odometer, inside of truck, inside of cargo area & where it was parked. I have always used U-Haul but this online procedure will definitely make me think twice next time. Cusps to Jasmine for being very gracious while I was extremely frustrated. I-Haul your online pickup/drop off system is the absolute worst!!!

Truck Rental. Using the U-Haul truck rental app is phenomenal. Renter be warned if you are an hour and a half late to get your truck rental they will cancel your rental and not notify you. They do not text you & they do not call you. You’ll drive to the location to pick up your truck and it’s already gone. There’s no remorse they don’t feel bad for you. They’ll tell you an area manager will call you the following day and he does not bother calling you either. So you have to drive 45 minutes out of your way to get the truck but they don’t care. The other two times I rented from them and used their mobile app no problems at all. This time I was late so I guess it’s on me.

Not convenient. I’m generally enthusiastic about using technology, but the app actually seemed less convenient than just going into the office. I expected a Silvercar experience which is a super convenient car rental experience. The first truck specified I couldn’t find, the second truck the app shown was blocked which required me to go into the office and re-answer questions already answered in the app. The app required me to take multiple selfies because I was wearing my glasses and it did not notify me of that issue immediately. Upon return you have to enter the mileage and fuel level but also take a picture of the dash to verify that information which seems redundant. It also requires that you take pictures of the cab and cargo area of the truck to verify cleanliness and the drop off location. My return was after hours there were others returning around the same time. They just dropped their keys in the drop box while I’m using the app and trying to play photographer and get decent pics in low light.

Wrong truck. I reserved a 26’ truck online. I couldn’t get it at my local store due to them not having that size, so the website redirected me to a second store where they had one. After paying for it, I received confirmation that I had reserved a 15’ truck. I thought that I had done something wrong so I called the 800 U-Haul number. I spoke with a nice woman who explained to me that U-Haul would have called me the next day to verify my reservation and deal with any problems like them not having the right truck for me. As it turns out the second store didn’t have a 26’ truck either, even though the website said that they did. But the nice woman offered to find me one at another store, which she did. So my reservation was changed to a third store, further away, where they had a 26’ truck for me. Today was moving day and store 3 didn’t have a 26’ truck for me. I was given a 20’ truck instead. I thought the whole reason for a reservation was to make sure you had what you wanted when you wanted it?

2005 functionality. This app is dysfunctional enough that it’s awful. I love the simplicity of it - U-Haul has always kept things simple over the years and it’s a welcome change from how fast everything moves these days. The app is simple to use, sensical, and well laid-out. However there are a few things that are irritating enough to keep me from using it again. Logins: I set up Touch ID on iOS yet it constantly logs me out and requires me to log in again with no option for Touch ID. If you use the app without logging in, it doesn’t ask for login information until 2-3 screens into the reservation process - at that point you may or may not have to start over again once you login. Reservations: When completing a check-in on the app, it does not allow you to go backwards and make changes/corrections without filling everything in again. I did not want to submit payment so I backed out and made changes. When I moved forward to the next screen, it submitted the payment on the card I already deleted. Overall the app is good but these bugs make it faster to just use the website or go to the store. They claim the online check-in process “saves time at the counter” but it takes longer to deal with the app than to just let a counter employee do everything when you get there. This could be a great app, it just needs some tweaking.

Ace hardware employees are terrible. The U-Haul app was great but service at the ace hardware location was horrendous. It took 3 people to get me keys. The first person tried to check me out but printed paperwork, said he did not know how it worked, and would go get the only other person in the store that new how to take care of the U-Haul business. Even after he asked the woman to come help me she continued to check out customers who were in line after I was. I had to ask another person who finally got the woman’s attention. When I asked if she would come help me after 20 minutes waiting she was incredibly nasty and acted like I did something wrong. I had been waiting longer than any other customer and all I needed were my keys since I did the check in through the app. Terrible customer service; I would never use that location again.

Frustrated. While the convenience of an app is ideal...This is subpar at best... Maybe you should have customer Wi-Fi for guests.. I have an iPhone and unlimited everything and the app kept failing... The live representative was timely, with her suggestion of keep rebooting the app.. I was on time for pickup, but took over 30 min just to get keys...While my bill showed an appliance dolly reserved, the employees had no idea, this making my contactless pick full of contact.. It charged me an additional $10 for a dozen furniture pads I did not order.. Employees said they would adjust for me and upon return it would not be on bill... Negative it was there... I hope they spray trucks down due to COVID-19 between use... The questions and pictures stating another family will use this truck, Is it clean enough? Are dumb questions the answer is no in the midst of a pandemic! Do better U-HAUL.. Also there were no instructions on returning the dolly... It’s intje back of the truck and I took a pic...🤦🏾‍♀️

Great location, great staff. This rental was as smooth as all the other I’ve rented from this location. The staff is very friendly, prompt and . The only reason I’m giving a one star is because of the app. I have the app to help in express checkins and night time drop offs. But for crying out loud,must it remind me every time I’m within a mile of any U-Haul. Remind me me if I have a rental and I’m nere the location I rented it from. But that’s it. Fix it already Update: the app has been updated several times and the app still notifies me of the nearest U-Haul within one mile even if I've no current reservations. It's almost for he point that I want to uninstall it due to how many there are in my town

Close, but needs work. This app is so close to being good, however it’s not. I’ve used it and their website multiple times for the last 8 years or so and the same problems exist. The system doesn’t keep license information and it constantly has to be rescanned each rental. When making selections, you have to choose, then it takes you to another screen where you have to choose again, sometimes even a third time. The constant upgrade screens are obnoxious. After 50+ rentals your system should drop asking if I need storage or hired help. They did fix the own vehicle issue, so it actually remembers that on my profile instead having to re-enter my trucks info each time. Maybe a commercial only app that cuts out all the upsell questions and makes it quick, cut and dry so I can spend time elsewhere instead of retrying the broken login over and over.

U-Haul online rental. All in all the app is easy. Two major problems are: 1.They do not tell you , or in my opinion, nor do they Have it spelled out in BIG letters somewhere on the app…there is a window to pick up your rental!!! For example I rented a truck at 10:30… I did not get there till 1115 I was shut out of the app and could not get the truck. Which leads me to the other huge problem. 2.They have an emergency help number to call if you have problems like this… I waited 40 minutes and still no one answered by this time it was midnight… If you doubt me go ahead and call their number see how long you wait. So if you use this app you better be there on time,And their customer service is horrible.

Awful App. The app is awful. It often has problems loading and can glitch during use. I moved across the country and while placing an order for a truck and storage unit the app refreshed and I ended up mis-ordering a truck for an in-town move, instead of across the country (not sure why my local UHaul office didn’t question why I would need a moving truck for 5 days and requested 1,000 miles, but that’s besides the point), and secured a storage unit much too small and two months before I needed it. This was definitely partially my fault for not double checking the order before placing it, but was frustrating nonetheless, as it was partially due to the app. The app will also state that you don’t owe on your storage unit until a couple days before the amount is due, so take note of if you’ve already paid for that month or not. Happy with the services provided, but I cannot stand the app. Very poor and not user friendly. Bottom line: double check everything!

Poor Experience at UHaul. The original reservation that I scheduled was incorrectly dated by UHaul resulting in cancellation of the reservation. A UHaul manager explained that this was a mistake on their end. A second reservation was then made and the location pickup was confirmed. That location pickup changed within 24 hours of pickup to a rather dangerous section of SouthWest Philly. This reservation was a one way rental from Philly to another location 150 miles away and yet the UHaul employee erroneously inputted a drop off location in Philly and emailed me a copy of reservation after I left the UHaul location. It escapes me how a one way rental is supposed to be dropped off at the same location. In any event, I received a phone call informing me to drop off the vehicle at the Philly location despite the fact that this was a one way rental going 150 miles elsewhere (which was written in the original and subsequent reservation paperwork) and I’m threatened with fees associated with dropping the UHaul at the wrong location. And the wrong location is the one which I disclosed over and over again. I emailed multiple UHaul email addresses and no one replied. Thankfully, a customer service representative replied to my FaceBook direct message and informed me to drop the vehicle off 20 miles away from my requested location resulting in an unanticipated 45 minute drive. Poor customer service; baseless threats; and an inconvenient drop off. Refund please!

Faster and more accurate to use the phone.. I’ve used the app three times now. Each time took more time than just calling in. Problems: 1) Some employees weren’t used to having app customers so there was confusion. 2) I had three reservations schedule on the app. I needed to cancel one and it canceled all three. 3) towards the end of one reservation I wanted to go back and change the size of the truck. There was no way to do it. Even stopping and restarting the app filled all the blanks and with my previous information with no obvious way to correct it. I finally had to wipe out all my cookies to successfully start again. 4) There was absolutely no time saved. All the steps at the store were identical to the ones I had before I ever use the app. Actually they were longer because the clerk would begin to ask questions and finally I would say “I already answered those on the app.“ she said, “Oh, that’s a different path for me. Let me see if I can figure it out.“ From now on I will just phone them and like I always did.

Bad move. This is the second time I had the worst experience with the Chicopee U-Haul!! The first time was the nightmare of trying to get my trailer hitch and now it was a rental truck to move. Their customer service is the worst I have EVER seen! They NEVER walked through my contract with me the guy just highlighted a bunch of crap and said this is your number at the top, then he pointed outside and said your truck is over there. When I arrived to the drop location no one was there. when I set up my rental I had asked to drop at a U-Haul location I didn’t know it was just a satellite drop box that I had to then load the app with a dead phone and bad phone service I tried to call U-Haul in Chicopee to ask why I was sent here the guy said you picked the spot! They told me it was my own problem that they highlighted the contract and it was now on me... I after 20 minutes and going to purchase a charger to be able to drop off my rental I did manage to self drop the truck with NO assistance from customer service!!! So thank you uhaul for showing me to take my business somewhere else!

Love the idea. Love the app for picking up/dropping off when it’s convenient for us. I would use this service again. Some improvements: - don’t re-assign my pick up location without checking first. I had to keep changing it back to a more convenient location and still was not able to pick up where I wanted (despite multiple trucks of the same size parked in their lot) - offer more drop off locations.. each time I had to re-assign my pick up, the drop off locations changed. Again, the most conveniently located locations were not available. - let me preview pick up and drop off steps so I’m prepared before arriving - more documentation on contract, ie: reservations will be expired if you show up 2 hrs late, even with mobile check in; gas refueling requirements. I was not able to access my contract and these expectations anywhere. Now I am being charged $30 for gas.

Worst Experience Ever - Will never do business with this company again. Show up to pick up a moving van per my reservation. Have an entire moving day scheduled around this. Due to a problem with their "technology" despite the fact that the key is sitting on the table in front of me and the van is parked outside ready to go, they won't let me use the van. The "app" has no solution. The morons in customer service have no solution. The items I already paid for and had to move today are gone because it's the end of the month and they needed to be taken today, and this idiot company, its idiot 3rd party rental place and its idiot app all putting their heads together couldn't figure out how to rent me truck that I was standing in front of. Take this app and everyone at this company into the back alley and shoot them in the head. The most pathetic thing I have ever seen, and I will never, under any circumstances, do business with the morons who run U-Haul again.

Will never use the 24/7 truck pick-up again. Apparently after you make a reservation with 24/7pick-up U-Haul is supposed to call you and confirm prior to you picking it up. If they don’t you will end up like me, unable to get the keys for the truck I reserved. After attempting to pick up the truck, the app directed me to call a help number which I did. After an hour on hold with them, my girlfriend and I drove to another U-haul that was open since the location I was renting from was closed on Sundays. The other location fixed the problem for me but I still had to drive back to the first location to pick up the truck. After arriving a second time, it took 20 minutes for U-haul to digitally verify my drivers license before I could leave the lot with the truck. All in all I was an hour and half late to start my move because of the 24/7 truck pick up. To top it off, I reserved a dolly with my rental which I was charged for but was not given. And because it was all digital and the store was closed I could not get fixed.

Never Again. I booked the truck online and then called the facility to confirm that I could pick it up after hours. I was assured that I could. I went to pick the truck up later that night and the app would not allow me to pick up the vehicle. In addition, no truck had been left in an accessible spot. I then called the customer service number and was told not only could I not pick up the truck after hours, I would not be able to pick it up until 9:00 the next day. Since I needed to be packing cargo by 8:00, that posed a problem. After rearranging my schedule and the schedule of the dozen or so people who were waiting for me. I went to pick up the truck promptly at 9:00. You guessed it. Nobody was there. After about 10 minutes, an employee showed up to open the door. She jumped in, apologized, and tried to get me on my way but it was to no avail because the computer was down. So in the end my 6 am pick up turned in 10 am with a truck that had bad bearings, loose steering, and a transmission that made me wonder if it would make it through the next few hours of local hauling.

Return. We ordered moving straps but none were in the truck and we were not able to contact rental manager as when we discovered the lack of straps it was sunday 9/2/18 and no one was available on Sunday and Monday 9/3 as it was Labor Day this delayed out packing by a full day as our cabin was in a remote location w no cell phone reception and we scavenged for suitable rope etc w limited success and finally had to drive back into town 40 min one way on Labor Day to purchase rope to Finnish our secure packing hence departing 6 hours later than originally planned on 9/3/18 and by the time we unpacked the uhaul truck and called to return it we were told at 7:02 pm that they closed at 7 pm and weld have to do the wonderfully inefficient app download etc etc taking yet another 20 min to complete at 9:00 pm 9/3/18 a very long 2 days all because no moving straps were provided Also note we left the appliance dolly in the back of the truck strapped in but have no way to lock the cargo bay cab door was locked and key w contract put in the key drop box

They changed everything & withheld info from me. I reserved a 10 foot truck for a Sunday. My plan was to pick up in Atlanta and then drop it off an hour north east of Atlanta. That was my reservation and I had it all set and ready to go. U-Haul proceeded to change my preferred pick-up location to somewhere half an hour away from where I originally wanted to pick-up. They did not give a reason in the app. When I called, customer service said it was because the location I picked was not open on Sunday. ??? Why would U-Haul allow it as a pick up option then? Also, when someone helped me change the pick-up location, I asked if my original drop-off location was still the same, just in case that got changed last minute too. But she said that my contract wasn’t “one way”, so if I dropped it off at the drop-off location that I had confirmed in my reservation then I would be charged more than $200. She told me I needed to drop it off at the place I picked it up. Again, why would U-Haul allow me to choose a drop off location if one-way wasn’t set up properly on their end to begin with? U-Haul never notified or prompted me to ask what “contract” to start. It just asked if I needed a separate drop-off location, which I did. I’ve used U-Haul before for a couple of moves and never had problems but recently the app has been unreliable.

Poor design and annoying, privacy concerns. I rent trailers occasionally, I thought the app would simplify the process (spoiler alert, it didn’t). When you book a rental, you enter all of your information, DL photo, payment, click no on all of the add-one that pop up with every step of the process (no U-Haul app I don’t need two helpers, furniture pad, a trailer hitch and tape with my 4’x6’ trailer rental)... Then you show up at the U-Haul center and have to give them all of the same stuff you just entered in the app. It is no quicker than doing the whole rental when you get there, but at least you can find which locations have the equipment you need. My biggest issue is that even though I have the location settings set to “only when using the app”, every time I pass a U-HAUL the app send an alert-“There’s a U-Haul rental center less than a mile away....” as if I am going to be like “I totally forgot that I need to rent a 24 foot family hauler, thanks for reminding me U-Haul app”. That tells me this app wasn’t designed to make the customer experience better, it was designed as spam marketing.

Still not user friendly. Every time I attempt to check in online using this app, I cringe the entire time knowing that it will take me multiple attempts to make it all the way through to the last step. Finally made it through the check in process tonight. I just had to come back and update my prior post. But the killer was when it scanned my license and pre-populated my license number and expiration date. That was impressive. I then hit the next button. The system comes back and tells me that I must provide my drivers license number and expiration date and I looked and all the fields had been blanked out. Pitiful app. Who is testing this thing before you publish it? Impressive image recognition functionality wiped clear by some rudimentary UI function. I originally gave the app 1 star. I’ve updated to 2 stars because the return process worked without issue when I did an after hours return at an unmanned lot. PS PLEASE ADD BIOMETRIC SIGN-IN FUNCTION!!! Facial recognition/finger print recognition.

Rental pickup. Had to wait extra 45 for rental. When rental was scheduled originally for 8 am and for a 15 ft van, the app scheduled everything just fine. I received a call the next day saying the van wasn’t available. I was told to call the corporate number. A friendly person scheduled me for a 17 ft van at same price which was great. The pickup wasn’t so clean. I didn’t pay attention to pickup time which now said 8:45. I waited for an extra 45 minutes for the building owner to open the facility. He said he didn’t open until 9 am and was not apologetic and said he’s told U-Haul to change the time to a later time. He said he didn’t open for pickup until 9. Not a pleasant experience and I’ve rented here before. It will be the last time I rent for here. Not happy with losing an hour from standing around waiting.

Possibly the worst app I have ever used. Your check in process clocked as nauseum til I had to enter the office to get an associates help — if I had tried to get it outside business hours I would have waited in heat getting nowhere. Your interface logged me in to view my check-in and yet immediately had me log in again in order to check it out, and enter the driver information that I had entered in order to reserve it, photos, numbers and all. Your photo system pulled up the delete photo button over the use photo button so I had to confirm truck cleanliness twice, and when I clicked to show me the lockbox location it closed. I needed human intervention at every automated process of check out and check in, the entire process was clunky and asinine. Your human associates were great but this was the most frustrating app and move experience of my lifetime. I will be telling people this service and the app are godawful and hoping another mover service is nearby the next time I have to move bulk.

Just the worst. Really expected more given uHaul claims self-checkout, but I actually had to have a person on the phone in order to complete the checkout. I actually couldn’t do anything regarding my reservation on the app, had to have a person on the phone which again defeats the purpose, for making order changes / updates etc. why even have an app if you still need tele-assistance. Also aggravating that it took 30 minutes every time I called to get someone, but then once I was at my checkout I reallyized it was because the operator stayed on the phone with me for at least a 20 minutes to make sure the car checked out etc, which was great but explains why it takes 30 minutes to get someone (they’re on the phone with everyone for at lease the 20 minutes it takes to check the vehicle out. All around this just isn’t an app! Just a bonafide alternative way to call a phone number parading as an app. Wonder how much more business uHaul could do if corrected for this (faster checkout/checkin = more trucks = more reservation at peak time). Get at that $ uHaul!

U-Haul West Roxbury. I showed up on Saturday night at 6:55 pm. My reservation was for 7pm so I was not going to require assistance as I had set this up as a mobile pick up. When I began the process, my reservation was found to be deleted. I now needed some help to be in my way. The employee who was exiting the building would not so much as pause his stride. He said “were closed man, you need to come back tomorrow.” I was left standing in the parking lot with no recourse. I will not be back tomorrow or any other day. The employee should be given additional training and the store manager should be reprimanded for not previously providing this training. Their supervisor should be terminated for not understanding what it means to be in a service industry. Or at the very least look up a definition of what that means. Good riddance U-Haul. You will eventually get what you deserve...bankruptcy due to not understanding the importance of even mediocre service.

Check in. It took an hour to get the keys to the truck after I got to my location on Saturday, Sept 28 in Alpharetta, GA. I had to call UHaul several times to change the pickup time and was on hold anywhere from 15-45 minutes each time. The rigmarole that is required to pickup a vehicle after your place is closed is ridiculous! It is very convoluted and complicated. I won’t ever go through that again. You HAVE to figure out a better process. It shouldn’t be anywhere near that difficult. I returned the truck to Alcoa, TN just now and it was also somewhat time consuming but MUCH easier than the pickup!! Also, the Alcoa location, where I reserved the truck told me that they had my pickup scheduled for after hours but when I called about the time it wasn’t booked correctly and there were no blankets on the reservation as I had requested and was told was reserved. The truck was great and served my purpose but your reservation and pickup system needs work!! Danny Spencer Maryville, TN

Thank god I used the Mobil app. Although the procedure was not in the order that made sense. The first step should have been retrieve the key, not locate the truck. That would have made the entire procedure faster. Also I did not understand why I had to fill out my drivers license pictures and a bunch of other information on the mobile app when all that information was already online from my computer. I was expecting to spend much less time picking up the truck but thank God I did because they were 10 people waiting inside while I was trying to figure out where I find the key because the truck was locked and only one person waiting on them. You would think that they know when they’re getting a rental rush and bring people in to help during that.

Takes some practice but MUCH better than waiting in line.. Adopting a new technology is an exercise in uncertainty. And using this app has sometimes gotten me stuck. Once the app wanted a picture of driver license AND passport, and I had to abort the rental. But on the whole this app is highly functional. You can live chat with someone about your questions, and if you close the app in the middle of a chat they will call you to make sure everything is ok. That was super helpful. I’ve used the online truck rental about 4 times now and only once was I annoyed that they asked for info I didn’t have. The ONLY other issue is that the local U-Haul attendants are often baffled at the online checkin checkout process, and as I’m writing this the nice lady insisted I take the truck to the checkout line for an official inspection. Ain’t nobody got time for that. I showed her my return confirmation and walked away.

Awful service. The UHaul website didn’t work. Hold time was over an hour on the phone. Requested a call back which never came. Downloaded the app , which was so slow the store opened before the app worked. No one responded to the chat feature. I was still waiting in line in the store when the app finally started working and someone actually did their job and cleared my rental. I went back outside , unlocked the key. Of course the dollies I had reserved weren’t in the truck. Had to talk to an employee and only an appliance dolly was available. No furniture dolly. Of course that added extra carrying to the move as well as more time. Then to top it off the bill was $50 more than the estimate. Not sure how an organization can be so entirely inept at their chosen business! So next I will need to dispute the charges and waste even more of my time. I would ask for a customer service manager to call but I doubt you could even manage that small amount of customer service. INEPT!

Simple Horrible and unprofessional. So far picking up the 26 foot truck was the only pleasant experience. Corral Liquors in Woodriver, IL staff was outstanding, friendly and helpful. However, the staff at Swansea, IL to pick up auto transport was horrible, not helpful at all, and unfriendly. The drop off of the transport in Plano, TX was not good. The young African American young man and African American young lady were rude and not friendly. The young man was very unprofessional. Just plain ridiculous how many times I had to explain I was ONLY DROPPING OFF THE AUTO TRANSPORT FOR TODAY. He was very argumentative with me right in front of other staff and customers. The only thing that saved him was a friendly older white gentleman and a very attentive and friendly/helpful Hispanic man. I think his name was Gabriel. If it had not been for Gabriel and the older gentleman, I would give the overall experience so far a zero! I still have to drop off the 26 foot truck tonight or tomorrow so let’s see if they can redeem themselves!

App is glitchy and does not work sometimes. When I went to check in my trailer using self checkin it did not work and gave me some weird message saying I have contact customer service. I spoke with the attendant on-site and he said they had all taken care of. Next thing I know I am getting charged for 3 days additional rental cost and I have spend a bunch of time disputing the charge. This the 2nd issue I had in short span of time with this app Rented a storage locker and you are supposed be able to self checkin to get the process started. Went ahead and entered all of my information, pictures and followed the prompts. Then right I click the button to submit it just glitched out and the app went blank ?! Now I just wasted my time when I should have just called. This thing is just not reliable and I imagine they cut service jobs thinking this is replacing ppls jobs but it isn’t!! Just causes customers to be unhappy

App is pathetic. I used the app to both pick up and return my rental for the day. During the pick up process you go through a few different screens to verify things and I think take a photo or two. When doing that, the app would hang on multiple occasions, causing me to have to force quit and restart the process all over again. The drop off process - had the app worked as expected. I believe the drop off process would’ve only taken me five minutes or less. But because some of the photos I tried uploading would not get excepted, or when trying to complete the transaction even, I had to restart the process 3 to 4 times causing my check out duration to be about a 15-20 minute process. Even though the app functionality is dismal at best, I would likely still use it when dropping off the rental in and after hours situation. Otherwise going forward I don’t plan to use the app but Internet and phone even.

Some good and a lot bad. First kudos to U-Haul for trying to go for a digital touchless rental. It would have been great if some parts of the process could done BEFORE arrival at the pickup location. For example, uploading photos of your license and passport (really?) would be much better to be done with good wifi or cell coverage and done before arriving to get the truck. Having to wait for approval after ah big reserved the truck was off putting - make that process part of the reservation flow and not the pickup flow. The passport was needed because my my wife used her number to reserve the truck and I added mine to the reservation. It wanted to call someone to verify identify but it couldn't be my wife since her number was already used! I guess U-Haul must have a money laundering issue? If you have no one to vouch for you, then you must use a passport. I am lucky that I carry a passport card in my wallet- otherwise this would have been a disaster of a day!

Bad app, difficult company. Goal: rent a 24/7 truck share van for local use. First the day before they moved my reservation to a different type of van, a smaller one in a farther away location. A simple 30 minute (!) call got me the right van even farther away. Day of i show up at the van and it won’t open. Five minutes of confusing app navigation indicate that i need to call in for a security validation. Already late, i call. I text a picture of my drivers license. They ask to call my wife to validate me. So ok. She doesn’t pickup, so now they want a passport (!). I don’t have a passport standing in a parking lot 5 miles from my house. After 45 minutes of this involving 4 calls to U-Haul i switch a zipcar. Reserving is easy and opening the car takes 2 minutes. Avoid entirely. Or carefully check your reservation the day before and add a couple hours for pickup. Also have a friend on hot standby for a call and bring your passport to the van pickup. Simple.

Douglas is Amazing. Hi I had a very stressful move to plan. I lost my job due to Covid and had to move during this pandemic as a result. The first van I tried to rent from another location did not work out when I went to pick up due to poor customer service so the same day I had to get another rental and fast last minute. Danbury self storage was a god send. Douglas was fast and super attentive while observing all safety precautions of social distancing. He was so friendly and kind which meant so much after my first experience. He also called me when i was on the road to make sure I knew which route to take with a commercial vehicle. His small gestures of kindness meant so much to me. UHaul and Danbury self storage are very lucky to have such an exemplary employee like Douglas. I will return to this location for all my storage and moving needs going forward. Thank you so much. Stay safe. Best Kathleen

Phone representative. Although the whole experience with renting truck is seamless, prior to this, I have called a representative to find a nearby U-Haul rental who has availability for one way trucks at 5pm. Since it was later in the afternoon that I decided to rent one because my truck broke down and I had cargo to take home, I figured a phone call will be best and fastest. Accdg to phone rep, there wasn’t any available nearby. Since I was desperate to go home 400 miles away, I decided to try my luck online 5 mins later, and I found one, just 3.7 miles away and gentleman was kind enough to take my request. Even overstayed half an hour to give me a short tutorial on vehicle functions since it was fairly new. I truly appreciate this person, and their U-Haul truck was immaculate!

Usable... mostly. I’ve used it twice now for mobile pickup and dropoff. It’s usable for this, mostly. The main pain points are: Login: It offers no option to save my credentials or use the iPhone’s face recognition. So I have to re-enter them every single time I have to get into the app, and a second time when initiating mobile pickup. What a pain. Found a bug: When doing mobile pickup one of the times, the truck had some damage that wasn’t shown in the pictures the app gave me. So I tried to upload some new ones. But it proceeded to the next screen when I wasn’t ready. So I hit the back arrow. But at that point a spinner showing it was uploading my picture appeared, and it wouldn’t go away. I had to forcefully shutdown the app, and I wasn’t able to complete the pickup process. Thankfully this was during business hours and I was able to talk to the staff.

Log In & Touch ID. First off the Touch ID doesn’t even work. I don’t even know why it’s even on there. Second I don’t understand why you have to log in twice. I mean you HAVE TO log in once to even access the app. You can’t jus browse the app. You HAVE TO create an account. Ok no problem. Then you get in there and they ask you to verify all this stuff. So u add all the info. Car, Credit Card, DL etc. you get an 100%. Do you think your good. Nope. So now you want to reserve a trailer (Now keep in mind that you’ve NEVER logged out of the system) and they ask for the vehicle your gonna be using. Which you’ve already added. Do you think it would jus be there since you literally jus logged in NOPE. They want you to log in again in order to have you vehicle be on the drop down box. Which I personally think is crazy. I’ve already been logged in when I first opened the app. Why do I have to log in again 2 seconds later. That needs fixed ASAP. Until then my rating will stay at 1 star.

Moving on New Year’s Eve. Who wants to move on New Years Eve? I’m quite certain nobody enjoys moving, particularly during the holiday season! Nevertheless U-Haul and their constituents made it exceptionally easy for me to reserve a truck to haul some items from Minneapolis to my newly built home all from the my mobile phone. Thankfully everything worked out as planned, and what began as a gray day became a sunshine filled evening by the time the move was complete. I would highly recommend U-Haul and their exceptionally well and thought out online process to reserve, collect and return a truck and trailer for your relocation needs. Should you need to move furniture and family on or during a holiday, U-Haul in my opinion is your best option. Thank you U-Haul!