August 2023 by Gabe K.
This has been my worst experience with U-Haul. I booked my unit online the morning of 08/01. I made 2 trips to the unit during store hours, and both times I had to connect with the desk agents to gain access to the unit. My code was changed multiple times, and I was not informed of the new codes. I was given multiple access cards, and at this point I am not even sure if the card currently in my possession is the card that should allow access to the unit. The evening of 08/01, I arrived to drop off a final load for storage at about 9:00pm. I attempted to call the general manager, Jimmy Coscette, no less than 20 times using the number listed on the door (845-741-9077) between 9:15 and 10:30, and I texted the number four times between 9:14 and 10:00pm. We were on the phone with U-Haul customer support for at least 45 minutes, and while they were able to assist with providing us codes we still could not gain access. The U-Haul agent also attempted to contact Jimmy, and they were unable to reach him. I contacted Maximum, they were able to provide my code for access, but I was still unable to gain entry with the code they provided. Maximum also tried calling Jimmy as well as the district office without success. I was on a time constraint and had to begin my trip that evening to arrive at my destination because we were supposed to attend a funeral for one of my family members, so I had to throw hundreds of dollars in worth of my own possessions away instead of storing them in the unit. I contacted the district office the evening of 08/01 and let them know how upsetting this has been and that we needed someone to reach out, and we have yet to receive a response. This has been a horrible experience and I would never recommend storing with U-Haul to anyone I know based on the poor level of customer service and lack of ability to gain assistance when it was needed.
