March 2022 by Lauren S.
If I could give this a zero I would, and it would go for U-Haul as a whole. Rented a box truck after hours and had an 11:30 reservation. My boyfriend and I each utilized the app to do an after hours login and we are tech savvy. The app would not detect that we were at the proper location even though we were standing right in front of the box truck we rented. We called the on site property manager who indicated the best they could do was send an email. I called U-Haul and their customer service told us that we although we were standing in front of the truck we needed to walk approximately 1-2 miles away to be in range (we flew in to TX from CA and took an Uber to this specific U-Haul.) we proceeded to walk with our luggage 2 miles at midnight to try and get in range. This never worked and we were forced to Uber to a hotel in town and plan to rent from a different company in the morning. There was zero telephone support and no way for the customer service to override the system and get us checked in or into the truck. I am still on hold almost an hour later to get my refund. I will never use U-Haul again.
