U-Haul Moving & Storage at Verona Road

I wish you could give them zero stars. I made a reservation for a closed trailer and hitch installation for an out of state, one way move, asked how much the trailer would be and was told 18 dollars. Because I have worked with them before and know how terrible they are I called two days later to make sure they hadn't screwed up the reservation. They did. They had me as having both a truck and a trailer reserved with no hitch installation. I fixed that and wanted to confirm that they knew I was going out of town. The lady on the phone said 'umm...' typed something, and said 'okay, yes, we have that fixed for you now'. I asked how much it was per day and she also told me 18 dollars. The day of my hitch installation when I arrived the guy looked up my reservation and said 'you're getting a bike rack installed, right?' what the hell, uhaul. No. After straightening that out I again wanted to make sure they knew I was going out of town and would not be returning the uhaul to this location. They said yes. I asked how much the trailer was per day. They said 18 dollars. They told me it would take two hours to install the hitch, so I left and after four hours it was finally done. Because it had taken so long the manager said he would take 100 dollars off which was nice. After I returned the trailer to another location I saw a charge for over 200 dollars in addition to the nearly 400 that I thought was for the hitch and trailer. Apparently the nearly 400 was for just the hitch and the over 200 was just for the trailer which is more than three times what I had been quoted by three different people. I never got a receipt for the trailer transaction, only the hitch, so I was not aware of the nearly 250$ charge until I logged onto my bank account to balance my check book. Absolutely horrible service. The manager told me if I filed a complaint about the situation that he would ignore it. I'm currently working with corporate to see if they're willing to do anything about this. Fat chance. By the way they somehow had in their notes (the lady I spoke with at corporate) that my complaint was about a storage issue, not a rental issue. My advise- do not use uhaul. If you do, get everything written down on a piece of paper and save that paper until all of the charges have gone through. Otherwise they will charge you more than they told you and send you no record of the transaction.

My experience with U-Haul has been the single worst customer services experience I have ever had in my life. My boyfriend and I used the u-box service to move to Madison. We were supposed to get access to our box the Saturday after we arrived. My boyfriend went down to the store to see when it would be delivered and was told they were incredibly busy and didn't even know where our box was at the facility. They told us they would call to schedule a delivery time. We never heard back from them. My boyfriend and I called and left messages with Alicia, the woman in charge of u-boxes at this location, no fewer than 12 times with absolutely no response. The one time my boyfriend managed to get ahold of her, she hung up on him. We finally got access to our box on site (it was supposed to be delivered to our apartment) almost 2 weeks after the promised delivery date (that is 2 weeks of sleeping on the floor). We received no apology, refund, or store credit. I reported them to the BBB and U-haul will never see another cent from me.

Shante was absolutely phenomenal. VEry helpful and was very concerned about our situation.