U-Haul Moving & Storage of Downtown

Go slow when using the app and ensure your pictures are clear. As Workflow Automation takes hold and reduces the need for staff in perfect situations, U-Haul has the right idea to keep at least a person or two attending to the needs of the customer. Not everything will always go right, nor every question get answered by FAQ’s - human helping human is the right balance and I’m glad this need is recognized. Make sure your extras are delivered with your vehicle or ask politely and you will find a happy solution. Good work!

I arrived late to my appointment, but the staff at this U-Haul location especially the store manager, Monica was incredibly understanding. Monica was excellent in helping get things sorted out. I just had to wait patiently, and she made sure I was taken care of without any stress. Really appreciated the professionalism and kindness. Thanks again!

Had a mobile pick up scheduled before the store opened. When I arrived at the location the truck was completely blocked in and it did not have the appliance dolly I included on the order. I had to wait until the store opened to get my order. I planned accordingly to make my move go smoothly and it was completely ruined by the staff at this uhaul location and they didn't seem to care. Extremely poor service.

This ordeal has been awful, to put it mildly. During a family crisis, I rented a small U-Haul truck to help out. The movers ran late, so I called U-Haul to explain. The general manager, Mariah Cash, phoned back. She sounded angry. She accused me of stealing the truck. She even threatened to report it. U-Haul records all calls. I kept telling her on that line I would stop by to update my payment info. She pushed for my details over the phone. I had faced identity theft before. Plus, I was in the middle of a family emergency. At that moment, I sat in a meeting with Sergeant Burke from the police. The call came then. The U-Haul sat parked outside the station for hours. It held all my personal items. GPS should back that up. After her call, panic hit me hard. I thought my day could not get worse. Officers followed me to the truck as I loaded money at Chase Bank right away. I extended the rental about 30 minutes later. I did it through the app. I was across town dealing with the emergency. I needed a storage unit fast. Renting from Mariah's spot seemed ideal. I could store my stuff there too. But her rude attitude and poor conduct changed that. I picked a unit at a self-storage place instead. My movers unloaded items from the U-Haul there. I asked how much longer it would take. They said a few hours more. I extended the rental again via the app around 5 p.m. Then a message popped up. It said my contract ended. The truck would get reported as stolen. My stress peaked. The storage spot closed in 30 minutes. I did not want to trigger a stolen vehicle alert. The real shock? I used to work for U-Haul. I trained as a customer service rep. I knew this employee. I spent nearly 10 years there. I left only because my last pregnancy made walking tough. I have never stolen from anyone. Never taken a thing. A quick check shows Mariah's location has tons of bad reviews. Customers call their trips nightmares. That spells trouble. I get it—U-Haul runs a business. They want trucks back on time. But show some heart in tough spots. I worked almost every site for a decade. I always gave five-star service. I put myself in the customer's shoes. Does U-Haul need help there? Something feels off. Use good judgment. Not every case is a trick. Renting from U-Haul made my crisis even harder. I feel stunned. Mariah could use better customer service training. When I first rented the truck, just one CSR was on site. No one sat in the office. He stayed polite. He said I had to handle it through the app. I joked that it forced me to use the phone. Doing it inside would have been quicker for me. After the call process, he handed me the key. He asked if we needed aid. He offered to drive the truck out. That CSR acted pro all the way. I forget his name. He was a young Hispanic man. In short, Mariah's actions let me down. I often have good things to say about U-Haul. But now? I will not spend there. I won't suggest anyone else does either. Not until they treat folks right. Customers drive the business. In case it's forgotten—step up, Mariah.

I rented a van here in 2016. Then in 2020 to help a friend. Both rentals were with full disclosure and I paid what I expected. Remember that miles are computed after return, at check out only 20 miles are estimated in the quote or initial charge. I suggest you be efficient in your move and refuel the van back to what it was when you bring it back. After careful consideration I had to come back and deduct some stars because of a recent experience I've had at this place. Used to be a good place the customer service has gone downhill and we all know who it is.

This review is for Uhaul Moving, not this specific location. I was unable to rent a furniture dolly without a physical drivers license. A furniture dolly. Uhaul did not accept my passport card, or my state issued temporary digital license (as my license was stolen). I was, however, able to buy a furniture dolly without a license. Uhaul’s company policies make no sense.

The absolute worst experience. Do not trust them whatsoever. Made my move day a living hell. Reserved a truck 1 month in advance and received a call and email with verification of the rental. Arrived in the morning with movers waiting and they did not even have the designated truck on the lot. Wasn’t able to completed my move in, ended up losing a lot of money due to the error they made because I needed to extend my rent. On top of all that, they put a ton of erroneous charges on my credit card. Truly one of the worst moving experiences I’ve ever had due to their error.