U-Haul Moving & Storage of Double Diamond

This is one of the best uhaul in town, great staff, great knowledge of what they sell. Always willing to help you out with any questions you have for them. I have nothing but a great experience every time I go there.
5 7 years ago (02-04-2018)

Rented a truck for the day there. They gave me an old truck and charged my card $75.00. When I returned the truck a few hours later the bill was about $43.00. The guy that checked me in said the balance would go back on my card. After 2 weeks there was still no balance refunded. I looked at my receipt and it said they gave me a cash refund which wasn't the case. I had to call 5 times to get this taken care of after a month they finally refunded my card. It wasn't the money, but the principle - will never rent there again.
1 7 years ago (23-10-2017)

Put me on hold for 27 minutes. Had to hang up so it was not 27 hours..
1 7 years ago (31-05-2018)

I reserved a 15 foot truck online to pick up on a Saturday morning at 7am. The website suggested I use self-pickup since lines can be long so I did. When we got there, there was nowhere to park and the site for self-pickup was buggy and slow. By the time we found the truck the site told us was ours, the site was taking FOREVER to confirm so my husband ended up going in anyways. About 20 minutes wasted there. Once he went in, they told him the truck the site allowed us to reserve was broken down and there were no trucks available for that day at that facility or any others in the Reno area. Bear in mind we're 35 minutes in by now and have droves of family members from out-of-town waiting at our house to help move. Finally after about another 15 minutes, they found that another customer dropped off a truck last night we could use, but the tank was almost empty so before we could even begin we had to get gas. I'd found a deal online for locals that was $29.95 + $1.09 per mile. We were going 76 miles round trip so that would be $82.84 for a total of $112.79. After you add in taxes, insurance, and all of their ridiculous fees, the total I signed for was $153.71. Come to find out, they charged me again an extra $8.38. When I called to find out what that was, a lady named Debbie said they ran my card for $162.09, but my receipt says otherwise. Tried to explain that to her and she continued to repeat herself about 4 times before I finally gave up. Not only will I NEVER use this facility again, but I will NEVER use Uhaul again. Disgusting excuse for customer service and not willing to do anything for all the inconveniences they caused us and our families. Something that should have been smooth turned out to be a complete nightmare.
1 8 years ago (03-07-2017)

I just want to share my unnecessarily bad experience attempting to get a hitch put on my car at U-Haul. The system for setting up appointments and ordering parts is NOT functional. I ordered a hitch and parts online on Sunday and used the website to make an appointment for Monday (which was available online). Monday, the store I ordered the hitch to (did not call me, I called them) couldn’t fit me in. I then called the online number given for South Reno store and the person I talked to transferred the hitch to that other store and set up an appointment for 10am. I drove from Truckee to South Reno (45 minutes each way) only to find out when I got there that they have the hitch but not the hardware. I stood there waiting 30 minutes while the very apologetic “hitch guy” vainly called around to other Reno stores to find the hardware to be able to install my hitch. No one had actually checked with him whether he had the necessary parts. I lost a total of two hours of work, drove my car 80 miles and will have to do the same yet again to actually get the hitch installed. If the person on the phone at U-Haul had told me he actually had zero idea whether the parts or hitch were available at the store, I would never have spent all that time and miles on my car. How does it help the customer to set up appointments that have NO bearing in reality. Don't put any value on appointments made.
1 8 years ago (26-04-2017)