U-Haul Moving & Storage of Malvern

This location has absolutely awful customer service and operations management. Go elsewhere. I ordered a hitch with installation online. That was a wonderful and efficient experience; please take my money there. The U-Haul online ordering system matched the proper hitch to my vehicle and scheduled installation without issue. Things went downhill when arriving for the scheduled installation one week later: 1. Upon entering the store, three separate associates just stared at me; no welcome to U-Haul, how can we help you.... 2. I introduced myself and mentioned that I had a scheduled hitch installation at 2pm. One guy asked if I would be waiting. (This was detailed on the service schedule which nobody bothered reading ahead of time). I confirmed that I would wait. The response was: "we have this other car in there now" and that my scheduled installation would be delayed. No estimate of how much of a delay. And nobody called to let me know that they weren't on schedule so I could save my time. 3. I ask if there's a check-in process so they know who I am, which car I am referring to, and what the schedule was supposed to be. The response was "no". I asked if they would need the key for the car. The response was: "oh yeah. what's your last name?" 4. 90 minutes later, I am standing at the other end of the office and I get a call from these guys. I walk over and re-introduce myself. 5. There's no chair or any place for customers waiting on their vehicle. 6. They tell me that the parts for my installation were used earlier in the week on a different car and that they could re-order the necessary parts of my vehicle and re-schedule me for another time. My head almost exploded but I kept that inside. I simply asked for the refund and the name of the manager. The refund process was very quick. The icing on the cake was the response for the name of the manager: "well we don't have a manager right now. We get a new one in a couple of weeks." If this is how this store is operating, run away.
1 7 years ago (02-06-2018)

I chose UHaul to install my hitch because I figured they do this all day every day. I showed up for my scheduled appointment and was told the shop was running behind and I would have to reschedule. I would have appreciated a call before showed up. So I rescheduled, and the day before my appointment I received a call saying my hitch was on backorder for 10 days. So they didn't even have my hitch when I showed up for original appointment! I asked for refund, no more appetite for working with these clowns. Bummed, I really needed the hitch installed this week.
1 7 years ago (18-05-2018)

I made an appointment to install a hitch on my vehicle and and indicated that I would be waiting on it. Upon arrival they didn't seem to be expecting me and had another vehicle in their garage. They told me they were almost done with that and would jump on mine right away - seemingly no big deal, I'm an understanding person. It took over an hour for them to finish the previous install before beginning on my vehicle. All put together, I waited for 2.5 hours to get a simple hitch installed (no wiring) despite having an appointment. No offerings of compensation were offered for wasting my time. While waiting, I noticed two extremely scummy business practices occur as follows: One was a gentleman who was picking up his hitch installation earlier in the day. They didn't have a part so the Uhaul employee told him that he'd be receiving a $20 refund. The gentleman opted for a warranty costing $10. The employee then tried to convince the gentleman that he wasn't entitled to the $10 difference refund. Two - a lady came in to buy wardrobe boxes and noticed that the online price and the advertised sign did not match the computer price at the register. She brought this to the employees attention and he did nothing in an attempt to rectify the situation. She commented, and I agree, that it's false advertising and a bait/switch scheme. Overall, a poorly run establishment with shady business practices. Customer beware!!
1 7 years ago (09-05-2018)

All I wanted was a propane refill for my Motor Home. They usually have trailers and rentals parked in front of their refill station, so they request you call a half hour in advance. Every time I called, they did not answer and the call goes to a central customer service rep., who said she would contact them, and have someone call me. No call back. I called later and the same thing, plus she assured me she would follow up with them, and again no call. I wasn't about to just drive there and waste gas, in hopes that they will have the proper adapter, and be able to accommodate me. I finally drove a few more miles to Amerigas to get my propane. Don't waste your time with these guys.
1 8 years ago (29-08-2017)

I am giving them 2 starts because they are careless when charging your credit card. They charged me $13.80 extra but when i called them they put me on hold for 5 mins and then said sorry and refunded my money. Truck had no issues. checkout and checkin was easy. It's just the carelessness of the staff.
2 8 years ago (26-11-2017)