U-Haul Moving & Storage at Genesee

This was my worst customer service experience I've experienced in my entire 57 years. I booked my U Haul on the phone weeks in advance. When the reservation came through, I was to pick up my U Haul at a location different from the one I had chosen. When I arrived at this U Haul location, 2 U Haul gentlemen casually took their time to ask me about my rental. One gentleman was actually wearing pajama bottoms. I gave them my Florida license, which is what I had shared when I booked my rental. They told me that out-of-state licenses required additional forms of ID, but had no official document that said this, and no one had told me of this requirement in advance. Luckily I had my passport at my hotel, which was 30 mins away, and they told me I'd need to go get it or no truck. I did so. I returned with my passport, and they told me that they would need to keep it as collateral for the entire booking of my truck (3 days). Again, they didn't tell me this when they told me to go get the passport. We made a call to the manager who said, 'just tell him he can't have the truck' if I didn't want to have my passport held hostage. I left my passport there, took the truck for 2 hours to go get the tables and chairs for my Dad's 85 birthday party, and returned the truck that day. I then had to rent a truck for $90 from Alamo to return the chairs and tables after my Dad's party. My previous encounters w U Haul have not been so outrageous, so this was a big unpleasant surprise.

Total Ghetto

The biggest gripe I have with this location is that I never get the dolly that I order with my reservation. Literally never. Very frustrating because it’s clearly needed when moving appliances and boxes. Yes I get refunded but that doesn’t help my issue. Luckily I always get movers that can handle it. Self check in and drop off via mobile app is super convenient.