U-Haul Moving & Storage of Coal Mountain

I never received a call verifying my unhaul location and time the Friday before 5 pm the day before my rental as stated would happen in the contract. My card was charged though for the rental. I had booked my rental for pick up at 9 am and was driving an hour away to pick it up close to the location I was picking up items from. I received an automated text at 7 am the morning of my rental saying the location had been changed. When I clinked the link nothing came up except for error. I called the original place I had booked to pick it up and the employee told me it was at a different location now that was 15 minutes out of my way. When we arrived the pick up the truck at the new designated location there was no store front, just the truck unlocked with the keys in it. My app did not indicate any way to officially say we had gotten the truck. I called the U-Haul number and was then placed on hold by one employee for 45 minutes, before talking to another rude employee who told me I was going to get trouble because he couldnt see my reservation or that I had been assigned to that truck, even though this is where I had been told to pick up my truck and already paid for it. This whole experience made me an hour late to meet my movers at my house. Finally I was transferred to an incredibly helpful woman (I wish I had her name because she deserves a medal, she was amazing), who immediately saw my reservation and officially assigned me the trunk and apologized that there had been no official truck assigned to my reservation. She immediately sent me the Pick up my truck link that we needed. This woman is the only reason I am not completely disappointed with a company I have always loved and relied on in the past. I was also charged extra money for furniture pads that I requested for, was charged for and never received. I will be calling customer service on Monday.
Mar 31st, 2024

Horrible customer service! Didnt help or say anything when i first walked in the door. I had to sit there silently and akward for about for awhile till i was told system was down then even bother to explain anything, i had to ask all the questions. If i could give a zero stars i would
Mar 26th, 2024

Although when I reserved the trailer online, I denied the $40 charge for safe tow protection, when my husband went to pick the vehicle up, they automatically charged him for it. They took advantage of the fact that he did not notice the extra charge as he had not made the reservation. Very disappointed by what I believe to be dishonest behavior.
Mar 6th, 2024

Excellent customer service. The staff is knowledgeable and go above and beyond to help you. DeMon got under the hood to help my husband fix the fuses for our turn signals.
Oct 9th, 2023

We so appreciate DeMon the manager helping us find exactly what we needed at the last minute (day of our move!). 10/10 recommend this U-Haul for great & friendly service!
Aug 21st, 2023