I see some people have not had a good experience, not the case with me. I rented a 15 one-way to Raleigh, NC online. Did the online check-in a couple days before, and when I went to get the truck Alex got me on the road in about 10 minutes. Drop-off in Raleigh went smoothly. No problems on the road or at either end.

I reserved a storage unit at uhaul but when I went to rent it I was told they had already rented it out to someone else. At first I was very frustrated but felt a lot better after one of the workers, Andy, helped me out. I was given an extension on my van rental and promised a free month of storage as soon as it opened up. Andy was instrumental in ensuring that I was able to safely and cost effectively store my belongings. Big kudos to Andy for all of his help!

Horrid. Lost my box. (I had pictures of both the box number and contents.) Told me they did not have my name as assigned to that box number (actually gave me the name of the other person...asked if I knew them!). Said Ill have to go to Baraboo and talk to someone there. I said, sure, Ill show up there with the police, my key, and my proof to get my stuff. Oh, by the way, I was charged rental time while they figured it all out, sitting on hold one day for 1 hour+20 minutes to try to talk to someone to straighten out. Never again. Word to the wise - keep you stuff where you can see it.

Ask for Andy, hes the assistant manager there and he made our entire moving experience incredibly easy. Everyone there was great but we dealt mostly with Andy and he was just so courteous, helpful, and knowledgeable and we will definitely be using that location again thanks to the all around amazing service.

Rented a trailer from this location twice in the last few weeks. Both times were slow and painful experiences. I hesitated renting from this store the second time but was hoping it was a one time issue. Should have went with my instincts and avoided the second time. My bad.Likely somewhat due to issues hiring enough staff; however, they do have some staff available but prioritize unloading shipments over customer service.

Trust the one star reviews: this place will make last-minute changes to your reservation and leave you stranded. I scheduled a UBox a month in advance and got my street occupancy permits from the city. The box was supposed to be delivered Friday. Wednesday at 4 pm I get a call asking when I want to schedule the Thursday delivery. When I correct them they tell me their driver doesnt work on Fridays and they have no solutions to offer. Guess Im spending my Friday driving my things out to their site, assuming theres even a box there.This business should not be allowed to operate.

They cancelled my UBox delivery without contacting me, forcing me to haul all my things 10 miles to the location. Then they cancelled the transit to me moving destination without contacting me. Dont use this service. If you do use the service, make sure you call them before your order to make sure they are following through.

Worst experience ever. If you are looking for a business that will waste copious amounts of your time, you cant contact directly, and when you are able to get through to someone they never return your phone calls then this is the place for you! I just want to cash in this $200 gift certificate that was issued to me after the uhaul truck that was supposed to deliver these uboxes was hit by another truck two days before I was scheduled to move, however, I cant because I LITERALLY CANNOT SPEAK WITH AN EMPLOYEE WHO KNOWS WHATS GOING ON. The BEST part of this entire experience has been listening to the agitating and staticky muzak for hours only to be either hung up on or transferred to a multitude of departments and people who give me wrong/incorrect information (my personal favorite was when I transferred to the IT department after being on hold for an hour). Listen, I am just out here trying to do the right thing. I work hard for my money and for a multi-billion dollar company to be so grossly inept I can only assume were all being scammed. I will HAPPILY update this post if I can ever get in contact with a competent and lucid employee from U-HAUL.

I am not happy with UHaul whatsoever. I was told that my Ubox would be ready by 8am on my pick up date, but when my moving help got there, it was not ready. Customer service took forever, and I wasn’t able to talk to someone for about 20min because only 2 people were working. I then double checked that my furniture pads were meant to be in the container and assured that they were. When I got to my house and opened the container, there were no furniture pads. I immediately called and was put on hold for 30min before the call ended. I called again and was on the line for 20min before the store picked up and said they would refund my furniture pads but that they couldn’t guarantee that it would go through, so they transferred me to customer service. I’ve been on hold for 45min and I’m typing this as I wait in the phone. I will not be using UHaul again.

If you want to use U-Haul service, think carefully. Terrible experience EVER. Their dont even care about your reservation. I reserve a U-Haul box which should be delivered to my apartment on 5.9. But nothing happens on that day. NO CALL. NO MESSAGE. NO BOX.My friends have even worst experience. Her box was originally stored in verona street. But when we get back and tried to pick up the box. We are told that our box is not here but at baraboo which is one-hour drive away. They told us they will deliver our box to the verona location. We trust them again. But we are there at verona, AGAIN the box is not delivered. We end up renting a truck with extra cost and driving one hour to pick up our box. NEVER use them service again.

Unreliable. Terrible communication. Severe mismanagement. Unprofessional. My Ubox reservation for my cross country move was cancelled 8 days before my move. After over 3 hours (I have the phone records) of being mostly on hold I was told that there actually was a Ubox available but that I would have independently tow it to and from my apartment (it was supposed to be delivered per my original reservation). Upon picking up my box and dropping my box off at this site I attempted to confirm that my box was still scheduled to ship across the country as originally planned. Both representatives ensured me that this is what the reservation showed. Unbeknownst to me, my shipping reservation had apparently been canceled BUT this did not show up on my online reservation. As of 8/3 my reservation still confirmed my original shipping and delivery dates of 6/29 and 7/12 respectively even though it had not left the property nor started the 1000 mile shipping. I was only alerted to the fact that it has not even left the property when I called to determine my pick up location (after being on hold for almost half an hour). I attempted to file a complaint with Uhaul and was instructed that the manager from this location would contact me within 24-48 hours. It should come as no surprise that over 50 hours later I have not heard from them. When I attempted to call the number I had been given I waited on hold for 20 minutes only to be tossed between 2 different operators, neither of whom could put me in contact with the manager. New shipping and delivery dates have been set (over a month after my originally “guaranteed delivery” date), but I can’t trust any of my communication with this company anymore. Do NOT trust this company with your business or your move. I wish I could go back in time and avoid all the hassle and unprofessionalism. I fully plan on filing a complaint with the Better Business Bureau if I am not contacted and compensated for the extremely poor service in the near future.

Very confused company. Told me my reservation, which I made at this place, can’t be fulfilled because the van is not going to be available. Customer service is also horrible. A lady on the phone told me she was annoyed because she said doesn’t know about Wisconsin. Worst service I’ve ever received among all service companies. Period.

Waited until the day before my move to call and say they didn’t have a driver available to delivery the U-Box I reserved a month in advance. I suspect they waited that long to tell me so I could not use their competitor. Sketchy business practice, would highly recommend looking into PODs for your move instead.

False advertising. I wasnt sure if I was going to need a box or not. I only went with them because they say on their website and when I called to confirm, that if you dont need them, you dont pay for them. I would only be charged the trip charge of $89.99. I didnt need them. They called to pick up and I asked again about not needing them and the charge and was told I wouldnt be charged. Well, I was charged. Actually I was overcharged by $13.19. According to my account when I went in to see about the charges I have a credit because they charged my credit card $13.19 more than the invoice. I dont even know how that happens. I called to request my refund and they were very matter of fact. I didnt tell them within 7 days so I must pay. I asked where it says that. It doesnt. -not on the website, not on the contract. She said well, they are supposed to tell you that when you call. Its not written anywhere, but that is the policy. I was not told either of the times I had called to confirm. Overall a bad experience. When I called for early pick up because I didnt need them, I was told to wait until the scheduled date. Basically had the boxes sitting there empty. Finally got a partial refund from the company, but still paid more $36.55 more than I was supposed to.

Have had multiple business transactions/rentals at this location: truck/van rentals, moving blankets and box purchases. Always experienced friendly customer service with staff interactions.

Anne, the store manager leads a friendly but incompetent team. Among the many problems Ive had are: Anne lied to my face in front of her staff after I told her about the many problems I had been having, nobody there or at their call center can find my contract to link to my online account, the Phones are forwarded every day, so expect a 20-40 minute wait time to speak to someone at a call center. The Verona Rd location has a call/scheduling center on-site, but they will not help you and are very rude.My Ubox was left outside for days after accessing it (I drove by and saw this on two separate occasions). They would not print my new Ubox delivery contract and mislabeled the delivery address twice. After it shipped I called their support number and found that the team at the Verona rd location had changed the delivery address AGAIN after it was set. I have had to spend hours on the phone with support, and now that Ive moved, they have LOST MY UBOX in my destination state. DO NOT USE UHAUL and definitely DO NOT USE THE VERONA RD LOCATION.

Two years in a row they have failed to get me a moving truck. And this time they told me they were able to get me a 20 ft truck but the day I was supposed to pick it up they only had 10 ft so I had to do my entire move in a pick up truck because I wasn’t paying them 40 plus gas and mileage for that tiny truck. I recommend using Ryder. They have more available for trucks at a cheaper price.

Called a week and a half ago to schedule an appointment to install a trailer hitch. Part was not in stock, so the rep said that they were going to order it and should have it by 7/13. Scheduled the appointment for install on 7/14 to assure part would be in. Went in to drop the car off for install and part was not there, and no remedy was offered. No call in advance to let us know that the part wasnt going to be there. Poor service. Would not recommend.

Very slow service throughout all Madison locations. I’ll never rent or use these fools unless it’s my only option

We reserved a 21 truck a month ago and got a call less than 24 hours before our reservation saying they are cancelling because they dont have any trucks. This has completely hosed us as tomorrow is one of the busiest moving days in the year for Madison and every other truck rental company in the city is completely booked. That is also the last day of our lease so we have to be out by then.

Made a reservation for a 15 foot truck more than a month in advance. Received a call hours before our reservation was due informing us it would no longer be in stock. We could instead have a smaller truck and drive all the way across town to pick it up. Customer service essentially told us to take it or leave it, admitting no fault. I called corporate, who was much more accommodating, so I will give them that. But as far as this places is concerned, avoid. Unbelievably terrible. Worst U-Haul experience Ive ever had.

Just had U-Haul on Verona Road by the Home Depot install a new trailer hitch on my 2018 Toyota Rav4. They ordered it last week and installed it today. Worked with Adam who was excellent. Hitch was installed and feels sturdy and looks great. Great service all around and would highly recommend this business.

Incredible store. The staff really go above and beyond to accommodate their customers. Not only did they allow me to extend my rental when I realized that it would take longer to move than I had reserved, after leaving some of my belongings in the truck, Ben (the owner) personally helped me retrieve them. The incredible part was that this was after the store had closed. The staff and services are one of a kind and I would recommend them to anyone.

These people move like turtles. Been at the front desk for 15 minutes and no one is here? This is the second location I’ve been to today that “didn’t have my reservation” on the lot. Spent an hour on the phone with someone to be mislead a second time. Finally find a truck and they change the return time after just speaking to someone on the phone 10 minutes prior. A pizza delivery guy dropped off food and a worker came out, didn’t acknowledge anyone in the lobby and left again. This is the poorest customer service I’ve ever received and I’m still being charged full price.

Do not trust this store.My family and I rented a U-Haul truck from this store for a recent move. I spoke with 2 different people when I was making my reservation and told both of them I would like to reserve a 15 ft truck. However, someone wrote down a 10 foot truck on our reservation. When I got there the morning of our move, I told the employee helping me that it was the wrong size, and he just shrugged his shoulders and said, Well, this is what the reservation says. He told me there were no other trucks available, didnt offer to check another location, and didnt seem to care at all. He was completely unapologetic. When I expressed my concern that there was no ramp on the 10 foot truck, which I needed because we were moving a piano, he said, Well, do you think you can just lift it? Very unprofessional.Needless to say, the move didnt go well at all. It was extremely difficult without the ramp, and we had to make multiple trips to and from our new house because we couldnt fit everything (which is 30 min one way).When my wife called the manager at the location, it got even worse. He spoke very rudely to my wife, was completely unsympathetic, and told her it was our fault (he literally used those words). He repeatedly interrupted her as she was trying to explain the situation, and told her several times that she wasnt listening to him... apparently, if the reservation is wrong, the only person who could be at fault is your customer. Even if we were in the wrong, that is not how a business should treat their customers. A manager, especially, should know better.This was the last thing we needed on the day of our move. I would like a refund. If U-Haul cant make this right, Im never using your service again, and will be sure to warn friends and family of the terrible service we received.

Just had a similar experience as others - took him a while to get to the part where my UBox was cancelled by the manager, without notice. Store is not answering phone calls even from UHaul customer service. Sorry employee my temper flared but it doesnt seem like you were in any rush to help.

I bought a box of wrapping paper online, thinking it would be easier and safer (with social distancing) to do and then just pick it up at the Verona store. When I arrived I had my order confirmation ready. I was the only customer there, and the two sales reps could not find the order. It took 15 minutes for them to finally find it - all for a $10.50 box of paper. They were either inept or the online ordering system is poorly linked to the system in the store. I wont go into the details of the repeated interaction of me giving my name and confirmation number, but suffice to say I was totally frustrated and disgusted when I left! GET IT TOGETHER U-HAUL!

Poor customer service. I’ve experienced long hold times, greater than 15 min when calling the store. A lock was mistakenly placed on my storage unit, the month I rented it, causing a significant delay accessing my things (to clarify, this was done the month I rented the unit so there was no way I had been delinquent on paying my rent). While boxing up my house and making night time drop offs there are generally people smoking weed or in the parking lot or trying to follow you in to the storage area through the automatic doors, making it an overall uncomfortable environment. I unloaded my unit today and seeking another place to store my belongings.

Horrible customer service, sat on the phone for 31 minutes waiting to speak with someone. Then phone automatically transferred me to the 800 customer service line. They were completely unhelpful said a manager would need to call me. been 3 days still no call. NEVER GO THERE!!!!!!!!!!! if i could give negative stars it would be negative 10 stars

I would not recommend making a reservation or doing business with this location. The U-Haul site says Get rates, availability and deals in your area, which is what we did when we made a reservation. One day prior to the pickup date they say that it is not available. However, they have another one that would have to be back by 8AM on the day of our reservation as it is reserved by someone else??? Why are some reservations honored and some not?? I personally will not do business with this location again

OVERALL a poor experience-zero stars. The desk clerk has grumpy and seemed to be annoyed that I was there to use my reservation and obtain a pick up truck for 4 hours. The truck got stuck. I CALLED U-haul roadside assistance. Their service provider made an appointment and then cancelled it. They charged (over$100) me for a service they did not provide. U-haul customer service promised to take care of the situation and remove the charge from my credit card. It has been over 5 days and 5 phone calls-no resolution to this point. Ive been on the phone for over 45 minutes waiting on a supervisor. (Ive been a loyal customer for over 5 years through a storage locker rental).

Was able to get help right away. Ben!!! Is awesome i recommend him.

Terrible customer service and non-existent communication. 8 days ago I paid the total cost for a reserved 15 truck and a variety of moving supplies. I reserved the vehicle for this location, 5/25 at 7 AM. After arriving at 6:55 and waiting for nearly 70 min (!) to be helped, I was told by a worker that my truck was actually at another U-Haul location 15 minutes away. Even though he could see that my receipt showed this location as the pick-up spot, he was unable to provide me the truck I rented due to system glitches. He then informs me that I was supposed to receive a call, text, or email the day before (5/24) to confirm my appointment and/or inform me of any changes to my reservation. No calls, texts, or emails were received. Ive had great expriences at other U-Hauls, but this is a very sloppy and unprofessional establishment. Worst service Ive had in a while. Tear it all down and start over.

I stopped into rent a car dolly and it was great service and fast service and fair in price.

My u-box was scheduled to be delivered on 7/21. I even called the local uhaul store to get a confirmation of the drop-off and pick-up times of the ubox two days in advance of the drop-off. I heard nothing from uhaul until I called, at 4pm the day it was supposed to arrive, to hear that there wasnt a ubox available in the area and that there wasnt going to be one available any time soon. I was on hold for 35 minutes and passed around to four different people to be told this.Was I going to be informed that my reservation was going to be cancelled? I doubt it, based on the timing of my own communication to uhaul. My moving plans are now delayed by two weeks and I am stuck paying $400 more for a different company to have my things shipped. I was told that my moving supply order was also going to be cancelled when I asked, but that also didnt happen until I cancelled it myself online.There was no communication, no attempts to remedy the situation, and no follow-up on any part of my reservation. Unfortunately this is not the first time I have had this issue with uhaul, but it will be the last. I will not be using uhaul for my moving needs in the future.

0 stars, go elsewhere no matter how far out you schedule. Uhaul, specifically Uhaul Madison, Verona, is easily the worst professional experience Ive ever had; Id pay you to not give this location your business if I could. My feedback and experience is similar to others that have posted this week.I booked a Uhaul 15ft truck weeks/months before my move with Uhaul in Madison, Wi. Madison locations overbooked and informed me I needed to pick up a truck in Lake Mills. Lake Mills cancelled my reservation without notice or any option of changing dates or truck size. Desipte the issue in Lake Mills, this issue originated with Uhaul Madison and they provided no info, help, or communication; they passed me to another location that could not honor the reservation. Please support local businesses and other options.

The customer service was outstanding. I feel the staff goes above and beyond what I have ever seen at any U-Haul before. Their storage and trucks are probably the cleanest I have seen. I do feel safe storing all of my belongings for an extended period orfor time there, which is a relief and less to stress about. Im very thankful for all the help and information I received. I would recommend this location to everyone!!!!

Ben, an employee here, showed an incredible kindness yesterday in assisting the Society of St. Vincent de Paul rent a storage unit for a man who was recently evicted. He was professional, patient, and generous. That display of character alone is enough to recommend this place for all your moving and storage needs. But, above that, the space is clean and accessible and the storage units are well-priced, clean, and secure. 5 stars!

We reserved a truck over a month in advance, called the day before to make sure the truck was still there. Then showed up the day of and they said they didnt have it, the only truck we could get was on the other side of town and twice the size we wanted and more expensive. Will not be using Uhaul again for moving.

Osvaldo helped us with our propane tank and I really appreciated his friendly demeanor and the extensive knowledge he shared with us. Just really blown away with the experience. I hope he gets the recognition he deserves!

Worked with Benjamin M. to get moved out of our storage unit. He was very helpful and is the reason for the 5 stars.

The staff at U-Haul on Verona Road are phenomenal! Nicole answered all my questions, was communicative, punctual, and friendly. And they shipped all my belongings across the country without any trouble. I was concerned about getting a U-haul box delivered, picked up, stored, accessed while in storage, and then shipped from WI to CO, and at every step, Nicole and the other folks at U-haul were fantastic.

Made a reservation with this location a over a month in advance for a box to move out of my appartment. First scheduled time no call no show. I called and after an hour on hold told it would be delivered the next day. When I called after the second no show no call, I was told sorry and my reservation was cancelled. Will Not be using uhaul again, I should have used Pods instead...

This is the best UHaul store on the planet and the only one I ever want to rent from. They are not all the same and Verona Road is the gold standard for all others to learn from. After my experience down the road, I had to share what better service youll get if you just go down the road a few miles

I rented a truck and 5 days later they sent me an email saying my reservation was changed from 8am to 2pm. I went in person to try and change it back to the times I needed it, and a staff member as well as the manager told me that they didn’t have anything available and it was either 2pm or nothing. I needed it at 8am not 2pm. This is the worst U-Haul I have been to in Madison, they’ll change your reservation and leave you without a truck. They obviously don’t care about customers.

We came in to get our RV propane filled. Nicholas gave us the best customer service we’ve ever had when getting our propane refilled - and this is quite the compliment since we’ve been to 44 states! He even crawled under our RV to make sure our tank was not expired and safe to fill. No one else has done this in the 50+ times we’ve refilled our tank. We appreciated his amazing customer service, friendly attitude and attentional to detail with safety in filling our rig. Thanks Nicholas!

Awesome experience! They were able to take my last second reservation and get my hitch installed super quick! They even were able to save me $50. Great sense of humor at this store. 10/10 would recommend.

They ordered the wrong part, didn’t tel us until we got there for the appointment at 8am on Saturday morning. This is the second time we got the wrong part delivered. They admitted they knew they got the wrong part before our appointment. They were rude to every customer and yelled at his coworkers in front of all the customers. Unprofessional, rude, and disappointing.

People from midwest are always so nice. I love U-Haul too. However, my last visit here was not very happy. My wife and I bought a bundle of 15 large boxes. But there are actually 12 in that bundle. We didnt count at the store. We realized this when we got home.I think its because people who want only one box took it from the bundles, instead of from where the separate ones are located.Again, people here are really nice. But I just wish they could be more responsible and check for their customer to make sure they get the right things.

I placed a reservation online for a 20ft truck almost two weeks ago, call today to confirm/make changes and magically only the movers were reserved. Now we are forced to drive 45 minutes to Portage U-Haul to get a 15ft truck. Not to mention their customer service SUCKED and they didnt even seem to care how much of an inconvenience it is!

Osvaldo did a fantastic job on a rainy miserable Saturday. He was courteous efficient, and super helpful. I left U-haul, beyond impressed with the customer service I received.

My experience with renting moving truck here was great. The staff were super nice and helpful. Ben was the one who helped us. Thank you for the superb customer service, Ben!

The storage pricing was not bad and the facility feels safe. There is plenty of room to move around. The service can be a little slow but my belongings were safe and sound. Will use again.

Botched Hitch Installation DateI called the store about 2 weeks before my camping trip looking to have a receiver hitch installed. I spoke with Sharon, their reservation specialist, who helped select the correct parts and said scheduling 10 days out would make sure the parts arrived prior to installation. The appointment date and time were verbally agreed upon and then my receipt was emailed to me with confirmation of the installation date and time.When I arrived at my confirmed appointment time, I waited for about 15 minutes even though there were three employees and one other customer (who also seemed fairly unhappy about his service). After it was finally my turn to be helped I said hello, Im here for a receiver hitch installation today and without even asking my name they told me they were booked up for the next 4 days! I showed them my confirmation receipt email on my phone and they were baffled, no, were all booked up. Then I had the pleasure of speaking with Adam, the hitch installation specialist, who confirmed they were booked up for the next 4 days and told me my appointment date was for yesterday. He offered to schedule a new time in the future but I was leaving for my trip the next day so that was a deal breaker for me. Then he suggested I take the parts to a different U-Haul store and see if they could do the install. When I asked if that was something U-Haul would arrange I was told that I needed to call the other stores to make arrangements. I cancelled my order and will go elsewhere.

I have rented trailers and trucks from this site multiple times over the past 2 years and every time my experience has been very good. I would highly recommend this location. I have not had the same experience at other rental facilities in the area.

Update 5/22/20: Ive bee here a couple times recently and things have changed for the better. Service has been fast and friendly. No issues with tanks being filled. Would definitely recommend.Original review: I used to fill propane tanks for 10 years and the employees at this location have no idea what they are doing. I live around the corner and have tried to have my tank filled 4-6 times with only one occasion where it went smoothly. Be prepared to wait a good 5-10 minutes until you are able to speak with anyone as they are understaffed as well. Dont waste your time getting your tank filled here and go to the u-haul on Washington instead...Ive never had a problem there.

My reservation wasn’t ready when I arrived and was actually moved back from my designated time. I have spent hours on hold because no one can answer a phone at VERONA Rd. Now to cancel my storage unit they are having me come in during a pandemic for inspection. Everything has been a struggle with this U-Haul.

So far, so good. Theyve rented my company a pickup truck and trailer a few times, including once when another U-Haul office cancelled our reservation without any notice. The equipment has always been there when we arrived, and the staff was super friendly and helpful getting us connected and on our way. Thanks!

I called their location asking if their storage lockers were big enough to fit 2 bedrooms worth of items. The representative of the phone assured me it would. I asked if I could see the unit before moving in they said that was not possible until I arrive. I arrive with all my items only to realize the storage units are way too small. I couldnt even fit a quarter of my items in the storage unit they provided for me. Really disappointed, I was mislead and I was forced to find alternative place to store my items last minute.

This is my first review i have given to any service..... please beware, double check your ODOMETER READING while renting from this location... my bad i was in hurry and didn’t check the miles they printed on the agreement. As soon as after i took the truck, on the way back to home i observed that they provided me wrong odometer reading (which shows 32 extra miles than the agreement) and took pictures (5 minutes after renting the truck) so that i can show them the pictures taken after returning the truck.... but they never responded to me well and says it completely my mistake for not checking the miles on the truck.

Had a great experience today at Verona Rd. location. I dealt specifically with Ben and his service, advice and help was top notch and definitely appreciated. Thanks for doing what you do!

I rented a U-Haul truck to move to Madison. I needed just over a month of storage, and saw that I could get 1-free month of storage at U-Haul. I talked to an employee there, and she told me that I could keep my things in the storage unit for an extra day and would not be charged rent for it, so I took advantage of the storage unit. To my surprise, I got an email a week before the first of the month informing me that was rent would be due soon. I called the location, and an employee told me that they offered no such grace period and that I would be charged the rent. I told her the situation but she said she could not help and that I had to talk to the manager who was not in at the time and to call back. I called the location about 20 times the next few days and no one answered the phone. I was always put through to national customer service, who always told me I had to talk to the manager of the store. When I was back in Madison, I immediately emptied my storage unit and went to check out. I was told I couldnt check out because rent was due. I explained my situation to the employee, who called the manager. She told him what had happened and told him that I wanted to talk to him. I could hear him say that he didnt want to talk to me. She handed me the phone anyway, and I said hello, and he immediately hung up on me. She then expressed her frustration to me and about 15 other people waiting for help that the manger should not be running the store. I waited another hour for an employee to check me out, and when I was finally checked out I still had my balance. I then saw the manager sneak into his desk in the corner (I knew it was him from his name tag which read The Boss). I went up to him, and he wouldnt even look me in the eye as he said he couldnt help me over and over. He told me to call national customer service, and I told him national customer service said he had to help me. He just said again that he couldnt help me. I was very disappointed. It his job as manager of the store to help customers. I filed a complaint with national customer service and eventually my balance was taken care of. I would avoid using this storage unit at all costs. You have to wait forever to receive help and the manager is quite frankly the worst manager I have ever experienced. They also never answer the phone.

I would give zero stars if I could. I reserved a 15ft Uhaul a month in advance to my move in date for 3 days. At 9AM the day before the move out, where I had to be out by noon, I got a confirmation call saying my uhaul would be all set to be picked up at the Atlas ct location. 3 hours later, I got a call saying that it was unavailable due to repairs. After several phone calls, the closest available was a 20ft in Prairie du Chien, 2 hours west.I had already driven 2 hours southeast to pick up my relative to help me move, so then driving 4 hours from there to Prairie du chien. After calling the Prairie du chien store, twice, to confirm my uhaul would be alright to pick up after hours and mobile pickup, we arrive at 8pm and cannot access our Dropbox.We were then on hold for an hour and fifteen minutes before we got hold of the mobile pickup customer service desk, and then 45 minutes of attempting to bypass it, we were unable to get our second reserved uhaul. Then we had to drive 2 hours back home.Im beyond frustrated that we were able to reserve a Uhaul and then unable to actually get one, plus the wasted 10 hours of driving I had to do and still leave empty handed. This was by far the least professional experience I had and none of the representatives or employees seemed to have an answers or resolutions for me. Save your frustration and look elsewhere.

I had a great experience renting storage from this location! The customer service is outstanding! Brian is the best!

I live near this location. Thought it would be convenient to rent truck from them. I called to make a reservation, he took my name & number. He got interrupted by someone else, therefore i was put on hold. While on hold I read all the reviews here and after 8 minutes of waiting I hung up. After reading the reviews didnt feel I wanted to deal with one of my biggest pet peeves; bad customer service. Next day, i rented the truck with Budget in East Washington, the process was smooth and the staff was very courteous.

I have always had the materials I needed. However, I had a bad customer service experience where:1. The line was backed up, yet only one employee worked the register as another said the register was not part of her duties.2. I got dinged the $30 for apparently leaving the fuel just a tick short on an analog gauge. This was for a 100-mile trip where I clearly filled up, if not to the exact letter of the law. No leeway.I started going out of my way to use the West Washington Ave location and got much better results.

Not at all helpful. If the task is at all hard employees are not willing 2 help in any way.

You have to pay extra to have 24/7 access to your storage unit. They raise the rent without notice and if your credit card is expiring they send letters to everyone youve listed as an emergency contact. The customer service is always short staffed on the weekend and overstaffed during the week. I moved out of my storage unit and received a fee without explanation. The general manager Adam is a jerk, Ive had to deal with him before when I rented a truck and they added $230 onto my bill for the fun of it. Stay away.

I highly recommend not getting your trailer wiring done by U-Haul. They use a kit that splices into your vehicle wiring and is not reliable. I had mine on for six months and it has already failed. Took it to a mechanic and he fixed it all up and corrected what they had done to my wiring. They also installed my trailer hitch which hasnt fallen off yet so thats why they get a 2 star.

Fast service and hitch install. Scheduled me for three hours and it only took about 45 minutes. Great job.

Everyone in the building was very nice and extremely helpful, Ive always had good experiences renting trailers from this location.

I have worked for this company for 3 months in the scheduling department.It is a lot of favoritism racist discrimination going on up there I didn’t get the whole training done before I was threw to the wolf’s on the phone without the proper knowledge I’ve seen the the head mangager Michelle watching Netflix who soon got caught by her boss and the other workers who brought they kids and personal laptops to use company WiFi and their kids game system to download their system at the company on their tv in their break room using the WIFI but as soon as I watch Netflix one time I’m on the verge of getting fired but it’s ok for the white people there to do it can you say discrimination Michelle and Jenna and nem sit and discuss you behind your back then accuse you of doing everything wrong like they don’t make mistakes then with bonuses that’s supposed to get evened out between everyone the boss keeps it all for herself and another person that worked there before I started let me in on that everyone takes smoke breaks every 15 minutes and leave the grounds without our clocking out but when I do it like them again I’m on the verge of getting fired they are very prejudice and that is not a good place to work and I tried to bring it to Michelle attention numerous times and she just kind of waved me off when I told her I tried to speak to the other girls how they ignored me like I wasn’t standing there speaking because she wasn’t there in her words she didn’t do anything about it cause she was to busy watching family fued for a hour on the company tv

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 didnt 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.

I’m only giving this review 5 stars because of a young man named Alex, who was nice enough to apologize to me on behalf of his very rude manager and change my demeanor before leaving the site. When I originally scheduled my U-Haul I asked for it on Saturday June 30th, they scheduled it on Friday June 29th for 7:00pm-3:00am. I got it to be rescheduled which was fine. We picked up the truck at 12:15pm on Saturday June 20th after moving during a heat wave and having to deal with the predicament we stepped in, walking into our new house, I felt defeated. We got all the boxes unloaded and I returned the truck. Upon returning the truck, the gentleman inside told me I wouldn’t have to stay in line to return it but rather someone would be outside. I stood outside for a while and saw no one so, seeing as I had done so before, I put the keys in their drop box. As I was walking toward the door to the inside to let someone know I had done that the manager walks by to go back inside, i say to him that i have put the keys in the drop box and he comments Rudely barely addresses me and storms off inside. I immediately started to cry, Alex then walks up, asks me what wrong. I explain my situation and he 100% takes care of me and was even nice enough to offer myself and another client some water through the heat. If you ask me HE SHOULD BE THE MANAGER! He was calm and collected and handled the situation very professionally. Thank you Alex! You make yesterday amazing!

They are always great about filling my propane tanks, even when its freezing outside. Its really convenient that you can pay right at the propane filling station as well.

Reserved a truck for the morning of our move out day because we had to be out by noon (i stated this when i made the reservation) and they sent me an email the afternoon before our move, stating i could pick up our truck at 630 pm, 6.5 hrs after we had to be out. Spent nearly 5 hours on the phone getting the run around and the “sorry there are no trucks”, and transferred to other managers, corporate office, etc. after 5 hrs, one manager said there was a reservation that got cancelled, but this mess wasted our whole afternoon of packing and had that one reservation not been canceled, we still wouldnt have had a truck. This is my second unacceptable experience of two times trying to use uhaul. Please save yourself the heartache and anxiety. In the future we will be looking into other companies.

I had to change my reservation and the lady on the phone was very helpful and made the changes I requested. It was a real person that answered from that store. Otherwise fairly average experience.

Every single time I call to get into our u-box I am put on hold for over and hour and end up get transferred to a customer service line somewhere else in the middle of the USA, and then when someone finally comes on the line Im told youll have to call the specific location for that.So frustrating as every single time I actually call the physical location, not some 1-800 number. Also, when I actually do happen to get someone at the local office they are not helpful at all. I cant speak to truck rentals, but I do not recommend this place for storage needs.

Ran into some speed bumps moving yesterday and needed a van last minute. It was 15 minutes till close and my SO called and asked about a rental. I believe the man who answered was the owner and he was super nice to her. We decided I could maybe make it from monona to Verona on my motorcycle in time to get it rented out and he stated he would be willing to stay a little late for me. I got there with 2 minutes to spare and no one was in the lobby and I got worried. The owner and one of his employees had been responding to an alarm in the storage center and came back to me in the lobby. The owner was super helpful and quick and the whole thing was the most painless experience Ive had at a uhual in town. You know which uhuals Im talking about being not so good around here, but this is the one to use if you need to get a truck. 12/10 would recommend.

Clean, nice sized, pleasant customer service. One of the top U-Haul place I have ever been to.

They always have vehicles/trailers available. They also let me leave a trailer on the lot overnight once. That led to them checking it in and I basically got a free trailer rental for 3 days because they thought I returned it 3 hours after I picked it up.

Am currently standing in line for upwards of one hour simply to pick up something from the lost and found. The only cashier left the counter for 10 minutes so theres 7 people in line waiting for an empty counter. Absolutely ridiculous.

I reserved a truck online and everything appeared to be fine. I assumed it would stay fine once a U-Haul representative reviewed my reservation and contacted my via phone as I requested (instead of via text). Thats when it all went downhill.They texted me (not called me) confirmation details that were different than what I had selected. They had changed my time of pick up and location, and even the size truck I needed. In the fine print, it says UHaul reserves the right to do this based on equipment availability. I decided to call to see if I could straighten out the details and get what I needed.Worse. Customer. Service. Ever. I talked to a woman named Tessa who had an attitude right from the start. As she was looking into my reservation, I started to ask about the pick-up location. I was going to ask if it could be changed back to somewhere more convenient for me, but she assumed I was asking WHY it had been changed (I knew why, I read the fine print) and totally cut me off, venting to me their policy. She then snapped at me about having no 15 trucks available in the entire city that day. This woman either needed a break badly or shouldnt be working in customer service because she was so rude. I ended up cancelling my entire reservation.UHaul might be the cheapest, but their awful representatives drive away potential business. Im happy to pay more elsewhere.

Staff were extremely helpful and accommodating with a military discount for service and willing to help on site with equipment.

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 hadnt 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 youre 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.

Messed up Hitch installation. Even though I had an appointment finalized for installation, parts needed were not available and the same was never communicated by the store. After numerous follow ups (including around 30 minute wait on every call just to talk to a representative) delay was known. I have had to delay my trip due to hitch installation mess up. I would not recommend this location at all.

Many sized stotages available. Reasonably priced with the option of 24hr accessibility.

Usually okay if you go in I wouldn’t try calling unless you like waits.

After a few experiences with U-Haul, only one of them having been acceptable, my most recent experience has prompted me to avoid them at all costs.I need a moving truck for the Madison college moving day (meaning basically every lease in the downtown Madison area ends on the 14th and begins on the 15th, so everyone is homeless for a day). Its a nightmare. We know it. U-Haul knows it. It just sucks. I ordered my truck well in advance, knowing that theyll be in short supply for the day. According to their website, I can reserve up to 24 hours with a truck, which is about the time Id need it when all is said and done.I reserved my time online, then had it changed on me. Re-tried online, had it changed. At this point, I assumed it had something to do with it being college moving day, so I called. This is the beginning of where I feel like U-Hauls customer service really lacked. I called the store I was trying to rent from, spoke to someone who apologized, and said she had it changed for me and I should be receiving a confirmation for the 24 hour reservation as requested. Great! Two days later, I receive a new confirmation reverting it back to the changed, incorrect timing.I call the store AGAIN, saying, hey, whats going on here, I literally just talked to someone at your store and was told I was good to go. Now they tell me they have a policy in place for college moving day where you can only have a truck for 6 hours. Even though most people will need their trucks longer, the policy made some sense to me, so they could maximize the money they make in those days. Fair enough. My problem is that I had already called and been told I was okay to rent it for 24 hours. At that point, their policy shouldnt be my problem anymore. Instead, I had someone being very aggressive with me on the phone (to the point where I literally asked her to calm down - isnt she supposed to be the one de-escalating the situation?) for over half an hour as I tried to comprehend why someone from their company gave me a yes, and suddenly its my problem that they want to make more money, so its now a no.Ultimately, U-Haul is the cheapest, but you get what you pay for. Other times Ive arrived and not had the equipment I reserved available for me. Im willing to pay a little more at Penske to not have to deal with the nonsense. I called today, they have no problem giving us a truck for 24 hours, so Ill be going with them.

I scheduled to pick up my 15 truck at 11AM and then get an email that I have to pick up at 3:30pm. Then when I call the 1-800 number listed on Uhauls main website, I somehow get connected to a local store in Miami (I live in Wisconsin). She transfers me to what I think was this local store I was booked at. That woman transferred me to what she claimed was their reservations specialist. After waiting on hold for 10 minutes, I spoke to a rude and disinterested gentleman. He told me there were no other trucks available. No apologies, no solutions, just a cold and rude reply. I simply requested to cancel my order and he said okay it is canceled. Simple as that.Uhaul clearly did not want my business and is completely disorganized and unprofessional. I will be taking my business elsewhere for this move and all subsequent moves. I would rather pay more money for a friendly and accommodating service than turn to Uhauls rude and disorganized service.

Made an apt 2 weeks ago to get a hitch installed on my car. They screwed up my apt so I got no hitch installed and wasted my time waiting in line and my friends time who met me there to pick me up. Wont be making a new apt here. Dont care for companies who dont think my time is valuable and arent apologetic for when they make mistakes.

Helped me find the trailer I needed and got my in and out quickly.

DO NOT USE UHAUL. I have had a terrible experience. Box arrived at this facility on time, but I have been unable to get anyone to schedule a time to get the box delivered to my apartment. It has been more than a week, and I have called this facility nearly a dozen times with no help at all. Most phone calls get routed to the call center, who can only leave a message for someone at the facility, which never get a response. Find a different storage/moving service.

DONT USE THEIR BUSINESS!!!!!!!! DUE TO HIGH MANAGER TURNOVER AND SCHEME. Adam Muszynski, manager and Marj Putnam, Executive Officer are your worst nightmare. They just want your money and dont care if you have evidence that show you paid your storage fee. Assistant Manager, Caroline were rude on the phone and told me to pay up then take my stuffs out of the storage. I paid my storage fee early and got eviction notice from them today. I filed complain with Wisconsin Department of Ari, Trade, Consumer Protection and please join me for class lawsuit action against Uhaul if you see theres error on your balance because they refused upgrade their website for 4 years after I give them feedback. I m looking for attorney and please WATCH your account if you paid your due and balance will remain same for you to pay double.

Friendly staff, quick and helpful transactions. Wish they had more larger trucks, I always end up picking up my truck elsewhere.

Super quick service and reasonable rate. They refunded me for a tiny bit of extra gas I put in the tank without me asking.

I will NEVER use uhaul again. My experience has been so bad that I had to call corporate. I called the store numerous times and was told a manager would call back and three weeks later still no call back. I have asked for my ubox to be pulled on 4 different occasions and its never been done and now they cant find my reservation information. WORSE SERVICE EVER, AND WORSE COMPANY.

One star is too much. This place is staffed by people who are deaf, blind and mute... Or at least they act that way. I had three uboxes here and getting access to them is like pulling teeth. There is never a time you wont wait in line for service here either. And the Uhaul phone customer service is useless as well. I will never do business with uhaul again, not even if I was homeless and needed a box to sleep in.

Due to my experience with this location, I will never rent from Uhaul again. I reserved a Ubox on April 18 for May 31 delivery. On May 29, 36 hours before my Ubox was supposed to be delivered, I received a call informing me that they had no boxes and would not be able to deliver my box as promised. Their only proposed solution? Push my move back 4 days. Needless to say, that wasnt an option in case my last-day-of-the-month moving date didnt convey that. They did not attempt to find me a truck or suggest any other options. The staff at this location was profoundly unhelpful and unconcerned with the repercussions of THEIR INCOMPETENCE.Did I mentioned that they called me 5 minutes before their office closed for the night so I spent hours on hold with the national customer service line all night for absolutely no reason? Thats a whole separate review right there.Thankfully I was able to get a truck from Penske. This meant that I had to make the unexpected drive from Madison to DC (~15 hour drive) and incur HUNDREDS of dollars in unexpected expenses.It is truly astonishing to me that Uhaul and its franchises can get away with treating their customers this poorly.*copied from my Yelp review*

Absolutely will never use them again. we rented to uboxes to be shipped from here to missouri and were charged for a month of storage for each. they were in storage--taking up actual space in a uhaul parking lot (not even inside!!) for 6 days. when i called to ask if we could have the storage rate prorated to reflect actual time stored, they told us that their policy is to charge for a month no matter what. to me, this is equivalent to stealing. they charged me up front for a service i did NOT utilize. i attempted to speak with the manager of this branch on three occasions. twice i left a message with someone and was told that he was in meetings and would call me back the next day. never called back. the third time he was still in these meetings and i was told my the manager on duty that he would tell the GM to call me back but that since i had called before and been promised a return call and didnt get one, i probably wouldnt get a call back this time either. when i asked him if that was actually response to customers he said well, i could lie to you and tell you what you want to hear, or i could just be straight forward with you. we paid over $1600 to have two uboxes shipped 500 miles. that seems like a pretty outrageous rate to me and add to that the abysmal quality of customer service we got, and by reading the other reviews here, im not alone, we will absolutely NEVER use uhaul again. and will do our best to steer friends and anyone else away from them.