U-Haul Moving & Storage at Gilbert Heritage District

The AC did not work from the begining. I drove the truck 11 miles and the truck broke down. I called the store and they said that there was nothing I could do to help. I was broken down in the middle of the city (Mesa, AZ) just 5 miles from the U-Haul location. It was 114 degrees outside and it took 19 minutes to respond to me using the App. I told them that the truck was broke-down and undriveable and needed to be towed, but they required a mechanic to come out. Once contacted it took 40 minutes for the repair person to show up. It took 15 minutes to come to the understanding of what I told them. Then he left and said I must stay with the truck and that it would be towed. After 15 minutes I contacted them again and asked when the truck would be towed, only to find out that the tow was never ordered. I sat and waited for another 20 minutes and reminded them that it was 114 degrees outside and they finally said I could put the key in the truck and leave. I was never offered a ride and no one ever showed any concern for me even with it being 114 degrees. The Circle K I was broke-down at would not let me stay in their store longer then 5 minutes without buying anything. The mechanic used 5 gallons of water from the store without even asking. I apologized to the store manager for that. After all this, taking 90 minutes, I had my daughter drive me back to the store and told them the truck broke-down and they didn’t care. They don’t offer me anything for the inconvenience and then asked why I came back to the store as it was not necessary. Overall a horrible experience with the store and U-Haul as a whole.

I has a similar experience two years earlier when I rented a truck from New Mexico to Arizona. The cab of the truck leaked water on the drivers head every time it rained. I was soaked from head to toe and water ran out of the truck when I opened the door to get out. When told the person that I returned the truck to, she shrugged and said “Oh, well.” I asked to be compensated and she told me “We don’t do that. The one-way trucks are not ours, and we are not responsible.”

U-Haul cares nothing about the safety or personal welfare of those that they rent their truck too.

Great experience from first to last. Reserved a truck the day before and it was ready when I arrived at their opening hour. Staff was courteous and efficient, explained everything clearly and I was on my way in no time.

Truck worked fine - clean and no problems. Returned it early and that was easy as well. Just drop off the keys (after refueling) and they will e-mail you the final amount you were billed.

Highly recommended!

If I could give this U-Haul store (and the overall corporatation) zero or negative stars, I would. My wife and I were renting a 5x8 trailer to move from Arizona to Illinois and used this store for our pickup. When we arrived to pick up the trailer we reserved, it was missing equipment. They transferred us to a second trailer that we took and loaded. After loading, we noticed a 4 inch difference between the left and right suspension and called at 3 pm to have roadside assistance dispatched to double check the trailer, as we knew we had our weight distributed correctly. Roadside assistance arrived at 4 pm, looked at the contents of the trailer, and confirmed that we had correctly loaded our belongings and began troubleshooting. Come to find out, the store had given us a trailer that had 3 of the 5 suspension springs broken in half. A trailer that should have been flagged somewhere in their system as unusable and dangerous to tow. Roadside assistance tried to solve the issue with U-Haul and offered to go pick up a new trailer, help us switch the trailers, transfer our belongings, and return the broken trailer. U-Haul declined his offer, which was the most feasible solution. After roadside assistance left, we began a battle with U-Haul. Their solution was for us to drive 25 minutes with the broken, loaded trailer attached to our car that was unsafe and unable to drive. After we told them that was not an option, they hung up on our next 5 calls. 20 more calls and countless transfers later, we were put in contact with an employee named Jodi. Jodi was the only good thing that came out of this entire situation. She did everything within her power to help and was trying to pull managers from any department to escalate our case because it is now 6 pm, we do not have a drivable trailer, we have to leave in 12 hours, and all U-Haul store are closing in an hour. We were finally called by an employee named Cierra, who seemed promising. She assured us she was taking over our case and was working to find a solution and would be calling us back with a game plan in 15 minutes. An hour later, Cierra still had not contacted us back, but a tow truck had arrived who had as much information on what to do as we did, which was none. After multiple more calls, transfers, and a 30 minute hold, we finally were put in touch with another employee named Martha. Martha informed us that Cierra had left and told no one that our case needed attention. She then was finally able to find out that another U-Haul store had set an alternate trailer outside of the store before closing. Luckily, we had a very compassionate independent tow truck driver who helped us more than the 30+ people we spoke to at U-Haul. He towed the broken trailer to the store, hooked the new trailer up to our vehicle, and stayed with us to ensure our safety as U-Haul had put us in another unsafe position at this new store which was a pitch black parking lot lacking any kind of street lights in a bad area of town. The tow driver even helped us transfer all of our belongings to the new trailer at 9 pm. Needless to say that I am incredibly disappointed and dissatisfied with U-Haul as a whole and will never use the company again. Thankfully, we were more attentive than the U-Haul employee that hooked the original trailer to us, because we would not have survived the drive through the Arizona mountains with the condition of the broken trailer.

The worst customer service!! This location doesn’t even deserve 1 star. We’re regular customers and it’s a shame to be treated this way when renting a truck. The lady was extremely rude helping us and making faces while huffing & puffing, asked for the store manager and he just backed her up without caring how rude his employee was. Definitely need a better team especially after reading all these reviews.

Update- we went to the location on McKellips and had so a great experience there. The staff let us know the manager and employee put in a note in their system to not rent us any trucks, funny they would put that note when they were the ones who were rude & gave us the bad customer service. Even the employees said they get a lot of complaints from this location. They really need to change management at this location!

I have not rented a Uhaul or storage from here but I do refill my propane tank here. Their staff are some relaxed, easy going people and have always been friendly when I go into the store. I do always see people coming in and out of this location and would like to think that they had a the same experience as me.