U-Haul Neighborhood Dealer

Overall a good experience! My only complaint is with those moving blankets because the ones I got look liked they where used to haul leafs around be nice if you guys would shake em off or just give us clean ones! I always get the extra insurance but seems like they use scare tactics to sign you up for it. I would also suggest giving yourself extra time with the rental I was rushing to get it nack on time but that is my own time management issues.
Dec 19th, 2018

A very unhappy customer here. (This is for all the experience associating multiple U-haul locations and this location is my destination so I am posting it here.) The story is long but I will try my best to make is succinct and clear. I was moving from Durham, NC to Spokane, WA using the U-box service. I flew to Spokane first so I was not with my stuff all the time. I ordered moving helps for both box transportation + loading and box transportation + unloading. My expectation was doing nothing other than packaging and un-packaging. The first set of issues happened when I found out that the moving help contact information (for loading) did not appear on my order summary. Although it says "moving help scheduled on 10/7". I asked help through Live chat and they just repeated that I did not order the moving help for the loading part. I thought maybe I didn't because they didn't charge me so I just ordered the loading help anyway. Soon I realized that I didn't have the box transportation service either (which means U-haul expects me to get the box to my place myself and I have called the facility to confirm that). I contacted U-haul again using the LiveChat, and the representative named Catrina told me that there is scheduled pick-up and loading service with a charge of ~$115, which does not appear the webpage or my card transaction. This sounded very much like what I thought I did in the first place and confirmed that I did nothing wrong in ordering the service (or the system just generated something that I didn't do). When I told Catrina that I called the local facility and they said that I need to pick it up myself, she just repeated that "there is a record of scheduled moving help...", which was not helpful at all. Finally, she couldn't put up with me and asked if I want to be transferred to the representative of Moving Help and I said yes. The representative from Moving Help, Kelly, confirmed that there will be NOBODY picking the box up but I have scheduled someone to load the box. After understanding the situation, Kelly kindly helped me canceling the scheduled loading service, returning my money as credits and scheduling box transportation + loading service with those credits. My stuff was then loaded and transported to Spokane without any problem. The second problem happened when my moving helpers were trying to unload the box. Moving helpers at NC mailed me keys (they did it twice in case one is lost) of the box and apparently those keys are not working and they couldn't get my stuff out. I believe that the lock and keys are from U-haul since there is the text "U-haul" on the lock. The moving helpers insist that they should get paid and I thought he was right because it's not their responsibility that they couldn't complete the job. So I paid them and contact both the local U-haul facility and via LiveChat. The local U-haul facility never picks up phones but does respond to voice messages. A representative called me after I let them know this situation and apparently she doesn't know how to deal with it so she gave me the number of local main office of U-haul. She suggested a locksmith to get it open, which means they want me to pay money to solve in my opinion their problem. The representative at the LiveChat apparently couldn't do anything than filing a complaint so he did that for me. My understanding of the current situation is that U-haul gave me the wrong key for the lock. As a result, they are responsible for any expenses associated to unloading and returning the ubox. I am still waiting for their response and will update my review of this experience.
Sep 22nd, 2019