U-Haul Moving & Storage of Hill Field

There was a big disconnect between the ordering process online and the in-store experience. I ordered a truck/trailer at a location close to my house with mileage. The reservation details in my email confirmed this. I went to the location and they had no knowledge of my rental and did not have what I reserved online. The order went to a Uhaul 15 min. away in Clearfield. This error added 45 minutes to my day since the time to travel to this location was farther away. It also added to my mileage cost, probably another $20 or more.

As I spoke with the Uhaul employee about how this added to my mileage cost and that the order was based on a different location, she said that she was not the computer and asked if I saw the difference between her and the website. It felt condescending, but I'm sure it wasn't intended. From a customer's perspective, the Uhaul employee is the face of Uhaul and there is no difference. She was not sympathetic to the extra cost and time added to my plans and was not willing to lower the mileage based on an easy calculation from Google Maps on mileage added. I was surprised by the response by the Uhaul employee (no, I don't see the difference) and unwillingness to offer a credit.

The truck and trailer were fine and got me what I needed. When I returned them, the employees looked miserable that received rentals. No eye contact, smiles, and very abrupt. The culture here from my perspective was terrible. Oh, and to add to all this they extra charged me on miles (I had 47 and they charged me for 50 miles). Not a big deal, but once again, I was shortchanged, and Uhaul and/or this location seem more concerned with $ than pleasing customers and being fair.

I have rented U-Hauls for a long time and have been OK with them until now. 2 days ago, I rented a van from the Hillfield Clearfield location to move my son to SLC. Everything was working great. We ended around 11pm, wiped and cleaned everything up, then drove it back to the Clearfield location. I dropped it off. I didn't hear anything from them; there were no emails or phone calls, nothing. So, I assumed everything was good to go. Today, I got a notice from my bank that a charge went through from U-haul that is $150 over the price agreed on in the contract. I, of course, called the store, and I spoke to 1. gentleman; he asked me to verify my information, and he then proceeded to tell me I was being charged a $150 damage fee but didn't show any notes on what the damage was. Says, 'let me get you over to someone else who can open the files.' He transfers me over to another gentleman who asks me for the exact same information to verify my information. He proceeds to look it over and says, 'I am not seeing why they charged you the $150 damage fee. Let me get you over to the store manager.' Now, I am being passed over to the 3rd gentleman, where he again asks me to verify my information and starts looking things over. He says there are pictures of the damage, but he wouldn't classify that as damage. He says, let me put you on hold, and I will go look at the van to see what is going on. A couple of minutes later, he returned and said the van wasn't there; we rented it out, or it was in the shop. He was not exactly sure. I asked him to send me the pictures to see the damage I was being accused of. I even asked if it was normal company procedure not to document damage and not contact the person who rented it and charge the damage fee without any supporting documentation. He said no. But there was nothing he could do about it, and his General Manager will have to call me back within 24 hours to discuss this matter. This experience has put an extremely bad taste in my mouth on how they are just willing to scam people out of money without any documentation. At this point, I will never rent from U-Haul again and will urge everyone to go to Penske for all their rental needs.

Had a wonderful experience at this location. Jc was so knowledgeable and helpful answering any questions we had. A true delight to encounter. Highly recommend this location.

Amazing customer service the assistant manager JC was there to greet us when we dropped off our U-hal he was so nice and funny what a great experience