February 2023 by Viktor A
So I made a reservation for a cargo van using the 24/7 share option. When I went in on the day of my reservation I noticed that there were no vans in the lot. I started the checkin via the mobile link. It pulled up my equipment number and where it was located but it wasn’t there. The on screen prompt told me to go inside and speak with the staff. I patiently waited for the next available person and was tol that the store had no trucks available and there wasn’t anything they could do. So I left to grab lunch on the way back to pack some more and figure out the next steps. I used the live chat and was told to call the local scheduling manager. I then called the manager, she put me on hold then came back and said she spoke to the lady at the store and my reservation was now available and to go pick it up. So I headed back across town and once again pulled in to see no van. I went to finish checking in through the mobile link and it now showed my reservation had been canceled so I went in and asked and she said they didn’t have it. She offered a 15’ but it was too big for the clearance I needed. So I left again empty handed and stuck with no way to move my bigger furniture items. And having to pray I find a way to get them out before I have to leave the state. Highly unsatisfied. I have used this location and this method for rental multiple times before. I feel the situation was mishandled at every level of customer service. And they failed to adhere to their own Uhaul Guarantee.