U-Haul of Kenmore

It’s convenient to where I am moving from. I’ve used this Uhaul quite a bit. The wait has now become a half a day thing. My last visit here I made two reservations, I’m currently in the late stages of moving. Both reservations were sent to two different Uhauls in the area that are less convenient. I was notified by other Uhauls.
3 7 years ago (16-04-2018)

Don't EVER do business at this location! The owner is a shyster from the word go. I contracted well ahead of time to rent a 4x8 trailer for one-way trip. When I came to pick up the trailer, I was informed that they didn't then have the trailer that I had reserved but gave me a 5x8 trailer. They told me in the store that since I had reserved the smaller trailer but didn't have it for me, they would honor the price that I reserved at. After I had dropped the trailer off, I was charged more than $100 more than the reservation price. I had returned the trailer clean and a day ahead of the time stated in the contract. When I called to question the bill, an employ looked up my contract and said that I was absolutely right. But he could not give me an adjustment. Only certain people were authorized to perform adjustments. Could I call back when the assistant manager would be in the store and he would make the adjustment. In the meantime, he would alert the assistant manager to the situation so that I wouldn't have to go through the entire explanation all over. I called back to talk with the assistant manager and he said that the owner had locked him out of making the adjustment. I would have to speak with the owner directly WHEN THE OWNER WAS IN. (That meant leaving work early to make sure that I tracked down the owner.) When I did track him down, he told me "We gave you a larger trailer." Even at that, they had charged about $50 more than they should have for the 5x8 trailer. He conceded that the price charged for the 5.x trailer was higher than it should have been. He apparently thought that he could slip in a higher charge without discovery, or maybe thought that since the trailer was for a one-way rental to take my son to college that I wouldn't come in to challenge the price. Whatever, he was willing to concede that they had charged too much for the 5x8 trailer. Still, I persisted that I had reserved a 4x8 trailer and was charged extra for something that I hadn't asked for. But they had guaranteed the 4.x trailer availability when I reserved. Thus, it is their responsibility that they could not produce the 4.x trailer that they had contracted for. The owner did everything that he could to claim that it wasn't his problem and that because I took the 5x8 trailer, I should be charged the higher price. I persisted for a long time and finally (with several customers lining up behind me listening to this account), he finally relented and gave me a refund of MOST of the upcharge for the larger trailer. But before customers started lining up, he was threatening to call the police on me.
1 7 years ago (02-02-2018)

If I have a reservation, why can’t I get my truck? They’re telling me that because someone didn’t bring their truck back on time, that I won’t get to rent my truck!? I already paid online and booked it almost 2 weeks in advance! The parking lot is full of other trucks but they won’t let me take one of those because it’s for other people who have reservations too..
1 7 years ago (05-04-2018)

Awful. Just awful customer service. By the General Manager no less. I had a reservation to have a trailer hitch lighting installed and received a confirmation documented in email. Arrived at this location and while waiting, the manager was berating his employee, who was actually trying to provide a good service to the other customers. The GM even told me that he was going to fire the guy (how professional of him). When I was up at the counter the General Manager was unable to find my reservation in the system and was unable to do my installation. He said there was nothing they could do because they were busy. He blamed the system for losing my reservation. He also said that the system does not have the ability to see if reservation are available at other locations, which is a LIE because the U-Haul location i went to the prior day was able to see other locations availability (and make reservations). The GM was not even willing to call other U-Haul locations to see if there was availability. He said that that all calls are going to the corporate service center and they are unable to assist either. This was also a LIE because I called 2 other locations and got through directly immediately after this conversations. This General Manager needs some training on customer service, training in how to manage people, and learn not to LIE to his customers. Do not go to this U-Haul location. Wish the best for the employees under this management.
1 8 years ago (28-07-2017)

Hectic, unorganized staff . Long wait times every time i rent from this office. Seems to be getting worse each visit. I always get a truck rust i need and the Kenmore location is convenient for me so i keep going back.
3 8 years ago (10-08-2017)