U-Haul Moving & Storage At Verona Rd

I used this facility as the drop-​off facility for the 15 foot truck that I rented to move some family furniture and books from Philadelphia to Madison. The check out process was over and done with within two minutes with absolutely no hassle and a pretty awesome employee. Since my cell phone was having reception issues they allowed me to use the office phone to call a cab, and while I waited for the cab I enjoyed two complimentary K Cups of coffee.
This was an extremely positive experience.

We had some normal u haul hiccups. Namely, we paid for after-​hours access and when we showed up at 9 PM with the movers and truck, no dice. After lots of shivering and phone calls the Helpful phone number was not… helpful.
The next morning thought eh manager was friendly, efficient and made everything right. He took away the stress. Its a fine facility, very new, and re-​used an old big box. I guess that a new UHaul thing.
All said and done I would use them again.

I really wish I could give this UHaul 0 stars. And I really wish I read these other reviews before deciding to use UBox when I moved apartments.
I thought UBox in conjunction with Moving Help would be the best option given that I had a bunch of furniture I didn’t want to lift, had a day of no housing, and would be gone the weekend after moving. Wrong! This has been an incredibly frustrating and stressful situation, and it is still not resolved.
First the Moving Help people did not communicate and on the day they were scheduled to arrive they never showed up; after calling them repeatedly, I finally got through to find that they didn’t realize I needed service that day. I was rebooked for the next day. The next day rolls around and they are very late, and this time they say UHaul can’t find my reserved boxes. I tried to call the Verona Rd store with no luck, and ended up having to drive there myself, only to find out they knew where my boxes were. Thankfully after all that my boxes were packed and made it back to UHaul. I thought my troubles were over, how wrong I was!
For the life of me I couldn’t figure out how to get Moving Help to bring the boxes to my new place, since the website didn’t make that clear, so I ended up calling UHaul for help. The person I talked to set me up with a new order and I got Moving Help that way. Again Moving Help was delayed by a day when UHaul didn’t have my boxes ready. But I finally got everything finished, until I checked my credit card statement. UHaul had charged me $ 500 that I was not expecting. (I had a previous charge from UHaul for the UBoxes and two Moving Help charges already)
I look at the final receipt from the 2^nd order, and there is a charge for delivery. At no time did UHaul deliver my UBoxes (I was moving in town, so they stayed at the same location). Moving Help was always the one to move the boxes. It has been a month now of me trying to work this out with UHaul. Everyone I have talked to doesn’t know how this happened, and I have had several people promise to help me, but yet no one calls me back and no one has figured this out. I finally got someone at Verona Rd to call me back, but he claims that the charge is for the UBoxes and the Moving Help cost, but he also didn’t have the cost breakdown — which tells me that either he didn’t look into the actual issue or that the previous people I talked to didn’t write down the problem I’m having. Regardless this is the worst customer service I have ever encountered. I am beyond fed up with UHaul and am NEVER using them again.
UPDATE: 9÷5÷15 — Finally got a call back from Verona Road. Sounds like they got a new manager and he fixed my problem after a 10 minute conversation! Turns how he could only see one of my orders and not the one that has issues. Getting my money back! hooray!
Hopefully this new guy can turn this place around.

Wow, this places is the epicenter of disgruntled workers.
If I could give them zero stars I would do that. The ads for a guarantee are bs.
Do what you can to ascots this location at all cost.

The manager should be fired. This is the worse running business I’ve ever encountered.
Made reservation on Wednesday to install a hitch on Thursday. The hitch was not in stock, but a neighboring store had one. I was assured the part would be picked up and ready for install at 8am.
I arrived on time, and there was no hitch. Lots of finger pointing and no accountability. After about an hour someone drove the 2 miles to the other location and picked up the hitch.
Then the installer couldn’t figure out how to install it. They recommended I get the work done at my dealership, and warned me that it would be many hundreds of dollars more expensive.
I should have run. Instead I decided to have a hitch installed on my wife’s car instead. Same deal. No hitch at this location, but they would get one from the other and set up an appointment for today (Friday).
Guess what? I’m on time. No hitch? Plus no installer is even working today.
There are about a dozen people waiting in line. Only one person at the desk (the manager). He’s complaining loudly to a customer about how the IT guy messed up the storage alarm program.
I will never do business with this company again. I will caution my friends from ever doing business with this location. U-​haul needs to seriously fire the manager. There is no organization there is no accountability, and there is no way that anyone should be subjected to the poor service standards at this location. I wish I could give it 20 stars. 1 star is far far far too generous.

I wish you could give them zero stars. I made a reservation for a closed trailer and hitch installation for an out of state, one way move, asked how much the trailer would be and was told 18 dollars. Because I have worked with them before and know how terrible they are I called two days later to make sure they hadn’t screwed up the reservation. They did. They had me as having both a truck and a trailer reserved with no hitch installation. I fixed that and wanted to confirm that they knew I was going out of town. The lady on the phone said ‘umm…’ typed something, and said ‘okay, yes, we have that fixed for you now’. I asked how much it was per day and she also told me 18 dollars. The day of my hitch installation when I arrived the guy looked up my reservation and said ‘you’re getting a bike rack installed, right?’ what the hell, uhaul. No. After straightening that out I again wanted to make sure they knew I was going out of town and would not be returning the uhaul to this location. They said yes. I asked how much the trailer was per day. They said 18 dollars. They told me it would take two hours to install the hitch, so I left and after four hours it was finally done. Because it had taken so long the manager said he would take 100 dollars off which was nice. After I returned the trailer to another location I saw a charge for over 200 dollars in addition to the nearly 400 that I thought was for the hitch and trailer. Apparently the nearly 400 was for just the hitch and the over 200 was just for the trailer which is more than three times what I had been quoted by three different people. I never got a receipt for the trailer transaction, only the hitch, so I was not aware of the nearly 250 $ charge until I logged onto my bank account to balance my check book. Absolutely horrible service. The manager told me if I filed a complaint about the situation that he would ignore it. I’m currently working with corporate to see if they’re willing to do anything about this. Fat chance. By the way they somehow had in their notes (the lady I spoke with at corporate) that my complaint was about a storage issue, not a rental issue. My advise– do not use uhaul. If you do, get everything written down on a piece of paper and save that paper until all of the charges have gone through. Otherwise they will charge you more than they told you and send you no record of the transaction.

Just finished renting a van here. The trip mileage started at 10, Trip mile i checked using google maps for the route i took says 22. Trip mileage i came back at says 32.
You need to check the mileage with them and not trust them when they write the out mileage. Plus, when you check out the car there’s no where they write the out mileage. They decrease their out mileage record on your receipt and when you come back its higher. There is absolutely no way to say anything about it though because obviously when you finish the rental its already in the receipt and when you come back you can’t show them where you exactly drove so it’s pointless.

I ordered a U-​Box from UHaul and picked it up (and returned it for shipping) on ⁶⁄₁₂. As per their confirmation email to me, it was GUARANTEED to arrive at it’s final destination ⁶⁄₂₂. It did not arrive until ⁶⁄₂₆. I was informed by a local UBox representative that it would be no problem to get the UBox sent to a slightly more convenient location. I kept in touch with her for several days and she then told me she had tried to speak to the shipping department. The shipping department had told her there was no way to change the destination without calling the (undisclosed to me) third party shipping company. Then they told her they couldn’t do that as they didn’t have a working telephone number for the shipping company!!!
Every call I have made to UHaul, be it a specific location, regional office, or corporate headquarters has been handed off when I ask about getting a partial refund. Every person directs me to call another office. When I was finally able to get in touch with the originating Madison, WI office, the person I spoke with (supposedly the shipping manager– Brandon Fiddler) was incredibly rude to me as said flat out «I see it was shipped late. That’s how it goes. I’m not giving you anything.» I called corporate, after speaking to this man, I was told that I apparently threatened legal action so they won’t speak to me any longer and have closed my case? Seeing as how I never threatened legal action, I find this preposterous, and I challenge them to produce the recording I did so in, since they record all phone conversations. UHaul has taken moving, an already stressful experience, and made it completely miserable. I have spent more than 7 hours on the phone with them, and can’t get any resolution at all, and generally, receive nothing but insolence. They love to tell you that you have to contact the originating office or the receiving office or corporate or that the people you need to speak to are all away at the moment and have wildly unpredictable hours.
In addition to all of this, I had initially rented a trailer as well, and had a hitch installed on my car. The day comes to go get my trailer and they (surprise) don’t have it. They make me drive out to the middle of friggin’ nowhere to get it, 5 minutes before this gas station that does UHaul on the side is closing. We do the paperwork and he’s ready to connect my trailer– except the hitch is incomplete! I had to run around this tiny town trying to find the remaining parts and lucky for me this nice guy stayed late. What a complete nightmare.
Update: A very nice guy at the original location approved roughly 30% of my expenses/​demand for money back. But that only happened AFTER I filed a complaint with the BBB, which is still going back and forth. FILE A COMPLAINT WITH BBB ASAP, that is likely the ONLY way they will even pay attention to you. Also, do some googling on it, their customer service isn’t the only thing they like to pass blame from office to office on. If you sue them, you have to sue the corporate office in Phoenix. They will say it’s a family of franchise companies and pass the blame, but that’s how the actual law behind it works, and they will lose.
Oh– in addition, in the process of researching, I found this guy’s story, READ IT.
I encourage you ALL to file small claims against one of the WORST companies I have literally ever dealt with in my life (and that includes (Charter)!

Due to my experience with this location, I will never rent from Uhaul again. I reserved a Ubox on April 18 for May 31 delivery. On May 29, 36 hours before my Ubox was supposed to be delivered, I received a call informing me that they had no boxes and would not be able to deliver my box as promised. Their only proposed solution? Push my move back 4 days. Needless to say, that wasn’t an option in case my last-​day-​of-​the-​month moving date didn’t convey that. They did not attempt to find me a truck or suggest any other options. The staff at this location was profoundly unhelpful and unconcerned with the repercussions of THEIR INCOMPETENCE.
Did I mentioned that they called me 5 minutes before their office closed for the night so I spent hours on hold with the national customer service line all night for absolutely no reason? That’s a whole separate review right there.
Thankfully I was able to get a truck from Penske. This meant that I had to make the unexpected drive from Madison to DC (~15 hour drive) and incur HUNDREDS of dollars in unexpected expenses.
It is truly astonishing to me that Uhaul and its franchises can get away with treating their customers this poorly.

Worst Experience EVER. Do not use UBox in Madison, WI on Verona Road.
It was terrible service and experience. They screwed up, and forgot to ship our boxes to California. They would tell us someone would call us to «discuss a resolution», but they still have not. We called at least 8 times. Customer service would tell us what we wanted to hear, but no one actually returned our calls. It took 3 weeks to receive our UBoxs and they promised 10 days. Consider yourself warned. Seriously, they are a hot mess.

Online experience was good, but that is as far as I can go. Then found out we couldn’t set up a specific location for rental, even though making the reservation weeks in advance. Adjusted our schedule to fit theirs (wait, who is the customer here?!), and went to pick up truck for a 1200 mile drive. What an absolute piece of junk! During the «inspection» I noted the front tire was very low on pressure and was told «Wow, good catch!» (Are you kidding? Shouldn’t somebody there be checking a vehicle about to head out on a 1200 mile trek with an inexperienced driver?) It did get us there with at least 3 but never more than 5 of the 8 cylinders firing. The lock they sold us didn’t fit the door in the back — discovered only after we packed the truck and the store was long closed. Truck leaked in the rain so stuff in the back got wet during the drive.