Horrible service. Was told it would take 3 hours max, but it took well over three hours. Went against their word!!*waited 5 hours for the hitch to be installed and we couldn’t wait any longer, just to find out they hadn’t even started it!!! Horrible service!! Never come here.0/5!!!!!!!!

This location needs to fix a lot of problemsThey need to:1. Make it clearer that insurance does not cover towing of any sort for attached vehicles2. Tell customers how much more it cost to drop off at another location (I was initially quoted at ~20$, but was not warned when I asked about dropping it off at another location (512$!?!?).)3. Train personal better Personal seemed inexperienced with setting up a trailer, they fumbled around for ~20 minutes before my friend set it up for them. Id have preferred they simply watch us and verified it was done properly.All in all this experience has been horrible for me. I will likely never use u-haul again.

Great customer service! They were very friendly when I came in after dropping my truck off and not having checked it in yet.

Love them. Very professional 🙂🙂🙂🙂🙂

Horrible Customer Service. Lots of hidden charges. Didnt even respond to my request to speak to a supervisor. Will not use this site again and do NOT recommend for anyone else.

I cant praise the store Manger Morgan enough and even his staff... we visited the store several times over the course of 2-3weeks. Getting boxes, renting a car dolly, renting a cpl trucks a cpl times, as well as a pull behind enclosed trailer... Morgan was always very compassionate towards us and the fact of moving and how stressful it can be... or needs were 100% met by Morgan and his team, if they didnt have it Morgan found it for us near by and at the time needed. As well as fixing my mistakes on the reservations I made online, he still facilitated our needs. Morgan is a rare find in the customer service industry. We would like to THANK AND ACKNOWLEDGE MORGAN SMITH FOR HIS OUTSTANDING SERVICE!

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.

Customer service is terrible. I made a reservation online three weeks in advance at W Towne location because it is closest to us and the website told me my reservation was guaranteed. A few days later I received an email that my reservation had been updated so that we need to pick up the trailer at a location twice as far away. When I called to request our original location, I waited on hold for over 30 minutes and never got to talk to anyone. The line turned to static. I tried again the following day. Waited for 10 minutes, talked with someone who said shed put in my request and transfer me to scheduling so I waited on hold again for another 5-10 minutes. Then finally talked with someone who said the reservation was changed because they dont have one available at our location...maybe they had one available when you made the reservation but they dont now. Then what is the point of a reservation? Why cant they move the trailer from one location to the one we reserved it at? If there were any other trailer rental service available, I would definitely go with the another vendor. Looking for better options in the future!

I have used U-Haul many times in the past and always had good experiences with them. Morgan, the Manager, has been the best of all my experiences! I was moving across country and had some specific requests, which Morgan so graciously, kindly and professionally accommodated! The service I received was the best I have had! Thank you again, Morgan!

My sister and I have both had an extremely positive experience with this U-HAUL location and Morgan, the manager. Morgan was honest and kind during the process of selecting what to buy for packing our mother’s home. The employees were friendly and hard working. If you are wanting quality and trustworthy recommendations we strongly advise seeing Morgan as he will point you in the right direction. My sister and I were from out of town and did not know a ton about this process so we appreciated the time he spent and attention to detail in helping us. Thank you Morgan! -Alex and Camille from Arizona

One of the best customer service I have received with larger companies. Morgan has been helping me with the hitch and wiring installation. He was able to get the parts in stock within a short timeframe and make our move as easy as it could be. Thanks!

After returning to pick up a vehicle 3 hours after a scheduled hitch install they informed me that they couldn’t get to it yet. I was heading out of town and had to cancel my install. 1 star rating because they didn’t have the common sense to call me and wasted 2 hours of my travel time on top of the 3 I was waiting.

Doesnt answer their phone and refused to honor my reservation from the website. No thanks.

I came into town to help someone move and rented a utility trailer instead of hauling mine down all the way from northern Wisconsin. Pick up and drop off went super smooth, trailer worked great, and the price was low enough to offset any wear and tear on hauling my own about 9-10 hours round trip. 👌

In all honesty, Id rate it a zero if that were an option. Absolutely terrible service. I ordered a 26 truck to rent on 7/07/20 for pickup on 7/18/20. They had 11 days to find and have this vehicle ready for pick up. Instead, they call me the morning before the pivotal up date and tell me if I want a 26 truck that I will have to drive 65 miles away to New Lisbon to pick up this 26 truck.I get to this location in New Lisbon, since I need this truck, and they dont even have this truck available. New Lisbon offered a 20 truck as a remedy. I get said 20 truck home and find a lock on the back door, which I was not given a code for. I do not feel this was worth the drive, hassle and schedule push back on my end.Will not be using uhaul again as a whole.

Horrible place steals money! Gives nothing but the run around! DO NOT USE Them!! Your own people sad adam is not the nicest person but yet you keep him employed as the manager of all things. Yall have some serious issue you need to fix.

Had a 15 truck reserved online a month in advance. Literally the day before they emailed me confirmation with a pickup time that was way outside the time I needed the truck. No call from any rep that would warn me about any changes in my reservation. The phone number listed goes to a call center rep. not even to that exact location. 0 stars if possible.

If I could give them a 0/5 stars I would. They cancelled a truck reservation THE DAY BEFORE we were supposed to move. Will not be using them again.

It cost about $400 to get a hitch installed. So I was expecting professional quality. Severely understaffed, only one person working. The people getting a hitch before me waited for 2.5 hours until they were told that the proper hitch wasnt in stock, so they left empty handed. I finally started getting my hitch installed 1.5 hours after the appointment began. Luckily I wasnt charged for the extra labor, because it took just over 3 hours to install. At this point I was at least thankful it must have been done right..... Looking at it afterwards, he almost didnt give me the rest of the hitch. The wiring was very poor as well. I mainly had them install it for professional wiring, not this joke. If you have very little experience or tools (only a drill required I believe, and a ratchet set) you will be able to produce much higher quality work yourself. Do not let them install it if you care about the vehicle.

Based on previous experiences, I was hesitant to visit this location. Wow...this location changed for the better. Curious, I asked a few employees what happened and they mentioned the new manager.After meeting Morgan, the new manager, I understand why. Thoughtful, helpful and focused on the customer experience. He embodies an ownership mentality. He takes responsibility for the location like he owns it. Very impressive.

PLAN AHEAD!! 2 people were ahead of me, unprepared: no reservation and something else. Within a minute another employee was at the counter helping me and since I was prepared it took ~3 minutes to get keys and be on my way. After I returned the truck someone was waiting to get my keys and said hed email the bill, which was actually less than I expected. Make a reservation, have your license on hand or uploaded, have a backup contact name and #, get the insurance, have your mileage calculated, and refill your tank. If you do these things everything will go smoothly.

Dont bother wasting time with the online reservation process, even if you doreserve a storage unit online they do not honor that reservation. Dont bother trying to call because the phone forwards to a call center somewhere else. Even if you ask to speak to a manager they will not call you. I have rarely seen customer service this bad.

Worst experience ever, normally I don’t even use this location & now I know why. First off I reserved a 9” van online only to get there & be told that my reservation is basically non existent so I didn’t get the vehicle I needed. Secondly I used all of about 4 miles total, the gas was at 7/8 & was also returned at 7/8. I wish I would’ve taken pics of the gas because after my return they charged me $6.80 worth of gas that I never used saying i brought the tank back at 3/4..it’s not even possible to drive less than 4 miles round trip & burn that much gas! Literally had the truck for all of 20mins. But Matt, Ian & Morgan who were all less than helpful seem to think the charges are valid..never will I ever return there!

Manager was an absolute treat! He was helpful and funny. Real groovy dude! ✌

Stopped in to ask a bunch of questions. Friendly and extremely helpful customer service! Ended up booking at another U-Haul location but the staff here earned the sale! Thank you for your help :)

Looking to get hitch wiring installed. Had an appt @ 12 noon. Arrived at 11:45 the installer never showed! And I was never notified why or when he would show they just let me sit there... waiting... idk

I didnt really have any issues with the staff. They were polite and helpful. They did make some errors to the spelling of my name and email address, which made it impossible to login/pay online. Not a big deal, it happens.One day I went to get something from my storage unit. My unit is on the second floor and is accessed from inside the building. It has other units below that are accessed from the outside. I heard a dog bark from one of the storage units below me and I also smelled cigarettes inside the building. I was concerned that someone was keeping animals in a storage unit. I mentioned this to the staff. He replied that there had been a lady living in one of the units off and on. The staff person didnt give any indication that he was going to deal with the issue. He said that when they called the police in the past, she just left and would come back....Lock the door!!!! I have compassion for the homeless and less fortunate, but I dont want my stuff to be lost in a fire because of a careless cigarette. I pay for security.

My partner and I had went to Uhaul to see about a storage unit and there was an accident that happened right on the other side there fence we werent even able to go in and ask any questions as one of the workers came out and started screaming at us to leave get off the property. Will not ever do business here.

Very poorly staffed with high turnover. I was kept for an extra half hour when checking out because they were looking up my reservation under a similar name reserved that day, despite having my drivers license right in front of them. Not a huge deal but a sign of what was to come. The lock box was wide open when I returned after closing (5:10PM) and the after hours online return was quoting a price 105 dollars higher than quoted in the lobby. Morgan, the manager, is about 22 years old and over-worked (he mentioned not having a day off in a month). A sign of the times. I had to cancel travel plans for that evening in order to stay in town and return the key in person the next day. Uhaul main customer service line never answered after 45 minutes. Online chat support, basically told me to leave the van unlocked and with the key under the mat. No thanks!

The staff were all very kind, informative, helpful, and professional. They carried boxes i bought to my car, and helped me squeeze the big wardrobe boxes in my med sized car. also called immediately after I left to remind me of something i left in the cab of the truck. All 1st class staff -- thanks! I have been there 2x, and was very pleased both times.

We were originally supposed to rent a truck from the Platte Dr. location. We made the reservation over a month in advance and got a confirmation number. My wife called a couple days before the move to verify we still had the truck, and they said they did not anymore, but was going to give us a bigger truck for the same price as the original, and gave us a new confirmation number. So we show up, and they do not have the truck, and if we wanted a truck we would have to go to the Verona Rd. location, and pay the increased price for it. And the manager on duty was unwillingly to work with us to resolve the situation, was very rude to us, and essentially told us, Take it or leave it, regarding the truck at the other location. The staff at the Verona Rd. location was much nicer and willing to work with us, but we will NEVER rent from U-Haul again.

0 stars for me. Someone at the location scheduled a hitch installation and charged my credit card for the material 2 weeks ago. 2 hours before the drop off, Eugene from the location called to tell me they cant install, because the mechanic is not going to be in at that time.When I asked him to re-schedule such that I can still use the hitch for what I needed it to begin with, he refunds the money they had charged and canceled.Absolutely 0 in customer service. Stay away from this location!I gave 1 star, since Google wouldnt allow 0.

Rented a place here for a couple years. Staff is always helpful and easy to access the unit. Ive also rented trucks from them. Reasonably priced, reliable service, easy to request a truck.

Do not waste your time with this Uhaul location! I scheduled a hitch installation, and not only did the location fail to call me back 3 times to confirm the date and time, I arrived at my scheduled hitch installation time only to find they had cancelled all hitch appointments for the day BUT DID NOT CALL ANY CUSTOMERS TO NOTIFY THEM. No one has apologized or even attempted to reschedule the appointment. Calling corporate does nothing as their system keeps hanging up on you. No one cares! Be aware... Spend your money elsewhere. I would give them 0 stars if I could.

I was here trying to rent a truck with bad customer service. Matthews the employee keeps saying sorry about, for doing me wrong. He scans my ID ask a phone number. I provide my information. And the system is not accepting the contract of rental.Now he try another customer and it goes through because their system is not accepting a debit card .It is just a bad knowledge of his job and lack of experience.By trying my debit card . He charged me three times over 100$ I showed him my checking account he is telling me : “ there is nothing I can do about that “I will go to my bank and cancel the transaction. That is my only option.

Decent prices. Quick service. They refill propane tanks here. Save yourself some $$ instead of buying those smaller tanks from a cage.

I had my rental truck for 1 1/2 hours and was charged for 48 hours. More than two weeks have passed and Im still trying to get them to correct the mistake:I picked up a rental at 4pm and was told to return it by 8pm. I was moving an armchair across town, so I had the pickup truck back in a little over an hour. It was a Sunday and they had closed early, so I returned the key in the dropbox.A couple days later, I noticed that U-haul had made an additional charge on my card. I called them and spoke to an incredibly rude and standoffish woman who explained that I had been charged for two days because I had returned the pickup at 7:45am on Monday. She refused to accept anything else as a possibility because thats what their records said.The next day I showed up in person after work and spoke with the woman who had originally rented the truck to me. She told me one of their workers had probably recorded my return time as the time they emptied the drop box in the morning. She wrote the details of my rental on a scratch piece of paper and promised to correct the mistake.A week has gone by and the overcharge has still not been corrected. I showed up to the store in person again today spoke with a man who informed me she had transferred to a different location and that my request to remove the overcharge must have gotten lost in the shuffle. He also took down my information on a scratch piece of paper and said he would pass it on to another employee who might be able to resolve the problem.I suppose I will see what happens, but I know that I am not doing business with this location again. I am not impressed with the professionalism of their employees, nor their organizational system which seems to rely heavily on handwritten notes on loose pieces of paper.

They cancelled my reservation for a 6x12 trailer and pickup truck 14 minutes after my arranged pickup time. They are supposed to wait at least 3 hours, and a call would have been helpful. Luckily the U-Haul on Verona Road had the equipment I needed.

Terrible Service!!!! I called to have a Hitch installed and the lady at the Customer Service location Scheduled me for Friday at 5 pm. I got a call Thursday from the hitch installer stating there will not be anyone who installs hitches there that late. He then when on to tell me he would stay let but he has worked late all week and didnt want to stay late on a Friday. TERRIBLE!!!! I then called back Friday morning to schedule again this time I get one scheduled at 2:30 pm. I get a call at 10:15 am that they just installed my hitch on another vehicle and they will have to order on for me and I will have to wait almost 2 weeks to get a hitch installed! I made this appointment at 7:30am and was told there was a hitch in stock. I cannot express my frustration enough about this and something needs to be done before they go out of business!

7am on Sat. Standing in line 5 deep. 1 guy running everything. Lets hope they have my truck! Also parking lot is a Zoo

Pros:- Customer service rep was very nice and was working hard to keep up with all of the customers.- Rental was straightforward, online reservation worked.Cons:- I spent 5 minutes on hold when I called to store. I gave up and never spoke with a human over the phone.- They were very understaffed.

They double charged me for the rental. Check your financial records to make sure they dont overcharge you.

Opened 15 mins late, one counter guy (on a weekend), no customer service, made this transaction as difficult as possible in asking for information already given for reservation. Reserved for 24/7 mobile pickup, there new App, and it failed to work here...theyre not configured. Miserable experience and significant delays in moving day. Not like the other UHaul stores

Staff was very helpful and friendly. My van was ready at the pickup time and my return was speedy.

Ive used them a few times with mostly bad experiences. Usually very slow service and understaffed. Extra charges appear like magic when you reserve one. Not much you can do to avoid it though if you need a truck on short notice. Return the truck after they close and do a self return on your phone...itll honestly save you a lot of time.

I rented a pick up truck last week near closing time (7pm) to pick up a baby crib at Walmart and returned it 30 minutes later after hours. I live in the area, so I only drove a total of 5 miles (Odometer starting at 18.1 mi and ending at 23.1 miles). They initially charged me $80 for the truck and said I would get a credit back for my usage. Before returning the truck, I put in a dollar of gas since I only put on 5 miles. Two days later, I was only credited $3.96! I called the store and the guy said they charged me for the fuel surcharge of $30. He placed me on hold and transferred me to customer service somewhere else. The customer service man was very kind and helpful. He said they charged me the fuel surcharge plus $4/gallon for gas. What was also surprising was that the return odometer was not at 23.1 miles, which I have proof on my iphone. Did their employee bill me the extra miles that they put on the truck??? Upon walking in the store that evening, I already had a bad gut feeling about the place b/c the workers didnt appear to have high work standards. I should have listened to my gut feeling. Customer service fixed the problem and I got $50 back for fuel fee and $.77 for mileage surcharge(thank you), but this issue shouldnt have to occur in the first place. They seriously need to improve their work integrity and not charge their customers for the extra miles that they put on themselves as well as a surcharge fee of $30. Please raise your work standards!!!!

We rented a 10 truck for some local hauling and found the staff to be efficient and friendly. I wouldnt hesitate to rent from this location again.

Cheap, not well staffed but good service, clean trucks.

Anytime Ive been there Ive never had a problem with their services since I moved to madison.

Just arrived back from trying to fill our propane tanks (for grill). Three employees on, yet all too busy,-- told me to come back in a hour. There were no other customers in the place. Horrible customer service--which is really too bad. Weve been going there for 15 years for fuel, but will find another place to go. Place has really deteriorated...employees lazy!

One of the worst businesses Ive ever been to. Went to rent a storage space, one guy admitted he didnt know how to do anything, the other expert was open-mouth eating Burger King while taking his time going through our stuff...returned to use the storage unit a week later, and the key cards didnt work to access the storage. I rang the bell to get someone out, and the same guy that said he knew nothing came out and opened it. When I asked him how it I should be using the key cards, his response was I have no idea, Im just closing up,...at this moment I am sitting going on 7 minutes on hold to speak to someone. When I called I heard a bunch of garble (what I think was supposed to be, UHaul-Madison, please hold), but all I heard was uhsjagold-- then silence. Finally hung up and called the main customer service line, which sent me to the regional line. Found out they reserved my truck for 12 hours instead of 24, so my truck had to be back at 5 am on the day Im supposed to be moving. Fortunately, the customer service rep was able to get me a different truck until 2 pm after I (unfortunately) vented my frustration out on her.This is an awful place to take your business, and had I not already ordered the truck and have my stuff sitting in a space already, I would never have given them business. Avoid this place.

I made a reservation with the central office for a moving truck for this location. I called the actual office where I was supposed to pick up the truck the next day to confirm that there would be a truck available for me, and they confirmed this.I have to move this evening and they called me at 10:30am this morning to let me know that they do not have a truck for me. And unfortunately it looks like no one else does either.

Made an appointment for hitch. Got there to find guy had left just before . Have to agree that this business has serious personnel problem, at least with hitch guy. Makes us glad he didnt do job because with his ethics, he may have done a bad job anyway.

STAY AWAY!!! (Unless you are doing a quick Van Rental or filling up your Propane tank).The customer service is completely awful here, and several (not all) of the employees are rude and simply dont give a crap about trying to help you out. They seem completely disinterested and are just tolerating having to work there. If you ask a question, they respond with angry/frustrated looks and act like you are a burden to their existence. Also, they lie and cant get their facts straights.My story: I needed a hitch installed pronto (within a week), so I show up and speak with a lady at the counter; she tells me that the hitch guy got promoted and that they dont have anyone that can do the work; and, on top of that, it would take more than a week to get the parts in stock.So, I leave and call a GM dealership on the eastside and the guy there said they could install the hitch in an hour for $100, but wouldnt be able to order one.So, I go back to Uhaul to see if they have any parts that I could buy or order (more quickly), so I could bring it to the dealership. When I got back into the store, the woman I spoke with previously is gone and there is this older guy that tells me, The lady didnt know what she is talking about - we have someone that can install the hitch (Eugene), and we have all the parts you need in stock. Just come in tomorrow (Monday) at 7am and Eugene should be able to fit you into the schedule pretty easily. SUCCESS - I am going to get my hitch installed tomorrow. So, I plan with my brother to follow me to the Uhaul shop early (7am) because I had work at 7:45am. I show up at 7am and guess who isnt there? EUGENE! Who promised Eugene would be there first thing in the morning? The old guy from the previous day! Where was Eugene? Not at the shop as promised; instead, he was grabbing McDonalds and taking his sweet-ass time to get to the shop (per the guy at the shop who called him to see where he was). Then, Eugene shows up (awesome right? - WRONG). He walks in with his McVomit breakfast with 0 sense of urgency and an attitude like who are you and what do you want? He sits down behind the counter and I tell him that the guy from yesterday told me you guys have all the hitch parts and room in the schedule to install my hitch today, so I am here dropping off my car. What time would... BAM - interrupts me mid sentence and says, yea, we arent going to be able to do that - we dont have the parts. I respond, But the guy yesterday said you do have the parts and time in the schedule.... At that point, Eugene spins the monitor around and gives me a look for yourself stupid face and says, SEE - We dont have it. So this was the last straw - I walked out and took my car to another GM dealership that could order and install the hitch; it was more expensive than Uhaul, but who wants to deal with these morons? Not I.Like I said - STAY AWAY FROM THESE INCOMPETANT, INCONSIDERATE, RUDE JERKS!

I always rent from this location and I get the same employee every time! Great service

By far the best deal I could find for a local move.

There was an inexplicable delay in obtaining a truck, even though we had made a reservation. Returning was quick and easy though.

Short staffed, may need to wait a while before being helped. Staff are friendly and very helpful.

Don’t leave nothing of value in the trucks because the punks will steal it!!! Scum

I knew the MOMENT I walked out w/o paperwork, assuming theyd email me the reservation, Id be out of luck. Called back when no email was received, and (surprise!) there is no reservation of any kind under my name or phone number. And of course, there are no trucks of needed size at that location. I swear if they actually DRUG TESTED there, you would see nothing but TUMBLEWEEDS rolling by as their employee staff.

Apparently, you cant fill a propane tank here on Sundays. I went to the location of of Verona Road first and their tank was out of commission so the guy sent me to this location, only to find out that the one person they have on staff to fill a tank is not available on Sundays. Very frustrating and poor customer service.

I called so many times and I wasn’t helped At all

Good place to rent a moving truck.

Unwilling to rent vehicles for more than 6 hours. Very rude staff.

Friendly knowledgeable staff, just a bit harder to find

The trucks are in poor condition, the advertisements for fuel efficiency are completely inaccurate by a factor of 9 and should be sued for false advertising, and they will charge a MINIMUM of $30 for not returning the gas to the level it was at.

Moron central. avoid if necessary

Fix your call system!

Online reservation screwed up. I had to pick up at another location and pay for the extra mileage.

I would come here again if I needed to rent a truck.

Stopped for a trailer, took some time to get in and out.

Rude customer service and long wait times. Not worth the $5 youll save by renting there.

Very helpful and friendly.

Overall I was not impressed, the truck was rather dirty, had very little gas, food wrappers in the cab, and waited 20 miniutes before anybody appeared to help (there wasnt anybody to help me and the couple that came in after me) 2 stars because I didnt get charged for the TWO dollies in the back of my truck.

Never answer the phone

I went in to just to buy some boxes, but the girl behind the counter double charged me and then I had to stand there for 20 minutes while she played around on her phone before she finally just gave me cash back.

I made a reservation for a trailer at this location. I got an email confirmation for this location. Im standing in the store now and am being told my trailer is available on the east side of Madison....

Waited too long for propane. Not enough staff working at peak hours. Went somewhere else.

Great service

Very professional. It has all the details you need to make your move a pleasure