U-Haul Neighborhood Dealer

I have never received such poor customer service from and truck or car rental facility in my life. I ordered a 15’ truck to be picked up at 5:30pm on 5/8/2018. I had to give the customer service rep my information 3 times and my reservation still wasn’t made properly. This particular UHaul dealer offers same day pick up and I was told I’d receive an email with instructions on how to access the keys and truck. I never did, just an email asking me to set up an account. I was scheduled to be in Reading at 6:30pm to pick up 3 furniture pieces. My sister and I arrived at 5:30pm and still no message. I called UHaul customer service and was placed on hold for 30 minutes before a customer service rep answered. She asked me to hold for a moment but just put my call back into the cue for another 20 minutes. When the new rep answered he said he’d stay on the line with me and that whoever made the reservation had it entered it into the system incorrectly. However he asked me to hold and just hung up on me. Due to this horrible customer service experience I just spend an hour and 30 minutes sitting in the UHaul parking lot. I never made it to the antique furniture dealer and the items were sold to someone else due to the lack of follow through from UHaul. I’ve used UHaul before and had a terrible experience when moving from NYC to PA in 2017 as well. I never received even so much as an a apology phone call but I have a move coming up in less than a month and whereas I always felt comfortable using UHaul in the past, it’s sad that the entire consumer experience was so terrible and disrespectful of my time. The girl who took my order couldn’t get my order entered correctly and then I was left sitting in the parking lot for 1.5 hours and also lost the antique furniture I was looking to purchase. I’m moving in 2 weeks and it seems I have no other choice than to look otherwise for a truck rental. What really upsets me the most is that I was charged for the entire trip. I would advise anyone to stay away from using UHaul... obviously consumers do not matter to UHaul. I’d really like to hear from someone at UHaul.
1 7 years ago (08-05-2018)

Rented a van very nice price the people there made sure I had all I needed for my trip
4 7 years ago (14-01-2018)

I accidently left the lights on in the truck and they ran out to jump start the truck! Super helpful!
5 7 years ago (05-02-2018)

Rented a trailer, easy going folks.
4 9 years ago (20-08-2016)