U-Haul Moving & Storage of West Lafayette

I reserved a truck ONE MONTH before the move date. The night before I was to pick it up someone called to tell me they did not have a truck for me. They told me there was a truck 23 miles away in Montecello I could get. I asked them to go get it and have it ready at their location and they refused to do that. I pointed out that I made the reservation ONE MONTH IN ADVANCE and they should have one ready for me and was basically told it was not their problem. This is a U-haul “corporate store”, and as such ought to have the best customer service or at least LIVE UP TO THEIR END OF THE CONTRACT but apparently the employees there are incompetent and do not care about their end of the contract. Ultimately I had to pay for extra miles too because their system cannot calculate mileage correctly even when you tell them exactly where you’re going every step of the trip. I’ll never have to rent from these jerks again, and I’ll avoid Uhaul at all cost if I can in the future.

At pickup, trailer AO2884K had an inoperable license plate light. Not a big deal since we would only be driving during the day time, but still an issue since this doesn't meet the minimum standard of a Level 1 inspection.

When we went to load the trailer, we found the right front tiedown point inside the trailer was missing. Another small inconvenience, but we managed.

We disconnected the trailer over night and upon reattaching it the next morning, I noticed one of the safety chains was worn down to less than half its original diameter. Again, another small issue, but that's now three in less than 24 hours on a single trailer.

When we went to drop off, the UHaul employee who unhooked us didn't verify light operation, didn't ask if anything could be fixed, just dropped trailer in the reutrn lane and sent me on my way.

I was a UHaul employee for 10 years, I still own UHaul stock, and now understand why the company's value is stagnant. There is no pride in product or service at this location, and if this location is indicative of the entire company, I need to sell my stock ASAP.

Now these probably don't get looked at, but during my day these types of reviews would be read at GM meeting once a month and would get discussed as to what was missed, and how to ensure it doesn't get missed again. I know that's probably a pipe dream, but I know UHaul can do better, because I did.

While U-haul definitely made this move a lot easier than my moves in the past, it also cost us the most--the cost of convenience. We had called for a quote and ended up paying at least $110 more. This may not seem like much--but when you live paycheck to paycheck on a fixed income and as the only working adult in a household, I didn't plan to lose that money. We also needed to rent a car dolly from there originally, but they called and told us we had to get it by an hour-and-a-half round-trip instead (And on our commute there they called warning us they were about to cancel our reservation). While they compensated us with an extra day with the uhaul, and 80 extra miles--that was also more gas money we hadn't originally planned to spend. If I were made of money this would be a 5-star review, but the deviation of what we were quoted and the gas money to get the car dolly were not originally anticipated. I am still very grateful for the service and everyone involved, but would appreciate more accurate quotes.

The manager did a great job working with me, and was very flexible with some last minute changes I needed to make with a storage unit reservation. The storage unit setup they have seems good too!