U-Haul Moving & Storage of Downtown Mobile

This location was poorly managed. I rented a truck at the end of the month, this is known to be the busiest time. They only had one attendant on shift! I have to say, the lady working was amazing! However, she had to deal with A LOT of FURIOUS customers and that is not right. If I cared about my employees, I for one would not put my team in a position to fail. Second, I would value my customer’s time. When I came to pick my truck up I was waiting along with 8 other people for over 45 mins. I even went online and did an express check-​in to expedite the process. You see, the problem with making customers wait is, it’s not just me and the 8 people that were waiting, it’s the 5 other people waiting on them to move. My point is that the experience of renting a truck should be the easiest part of moving. It’s what UHAUL prides themselves in. That being said, when I came to return the truck it was the same exact situation. I asked the attendant how frequently the manager came by and she said that he was in the back, sitting in his office. Now can I ask you, does it sound fair to be sitting in your office in A/​C probably playing solitaire while you have several customers waiting to be seen?

WORST CUSTOMER SERVICE I HAVE ENCOUNTERED. U-​Haul WILL NOT return your money after causing accidents, they will not cover damages to your personal items, nor will Timothy Andrews, GM at this location ever call you back.
Our U-​Haul experience has been nothing but a complete nightmare from the very beginning. Three days of delays due to the company have caused us much stress, two lost days of work, and hours of lost time trying to deal with your customer service representatives, RepWest insurance company, and even the original U-​Haul location on Springhill in Mobile, AL. We have been ignored, lied to, and treated like fools for 17 days now.
Our original U-​Haul reservation was to be picked up on Friday 27^th of September. We were sent to 3 different locations before one could accommodate the reservation. One location did not have the equipment, the next location had a truck MUCH bigger than we ordered (26′, we reserved a 17′) and it wouldn’t even start. By the time we got our equipment it was so late in the day that we were unable to leave as planned.
On day two, Saturday September 28^th, we were stalled once again. This is where the first part of a serious case of negligence comes into play. We brought our van to hook up our car hauler, an employee goes through the ropes and tells us everything is ready to go. He tells us the trailer is hooked on to our van, and that the lights are functioning, and that we can be on our way. Upon arrival at our home, we proceed to drive our car onto the trailer. As we do so, the trailer simply pops up into the air. The trailer was NEVER CONNECTED to the ball. At this point in time we also came to realize that the lights on the trailer were not functional. The implications of such a blatant safety failure are obvious. Your employee openly lied to us, or just didn’t care enough to double-​check his work. There was an issue with the van and it required yet another 3 hours of delays and a call to roadside assistance.
Our third delay, on Sunday September 29^th, is far and away the most serious. Not even 75 miles out from Mobile, AL on our drive up to Atlanta, GA at mile marker 73 on Interstate-​65 a wheel bearing on the car hauler caught on fire at 1:00 PM CST. Flames were actually coming off of the trailer. We managed to pull over, and as I went to see if the fire was still burning, the tire exploded in my face and everything caught on fire. My hearing was damaged temporarily. Immediately we called 911 and used our second personal vehicle to drive a safe distance away. At this time we called U-​Haul Roadside Assistance to inform them of our situation as well. 20 minutes later a volunteer fire department showed up to put out the fire. A state trooper arrived at the scene as well, and though we requested an incident report he said we could not get one. The reasoning behind that remains unclear to us, but it seems to be due to the fact that only our vehicles were involved and there were no serious injuries. After both sides did their job and asked us if we would need a tow, we declined (because the U-​Haul Roadside Assistance Rep told us they were sending assistance) and they went on their way. We remained on the side of the interstate, stranded, for 6 and a half hours. Not until 7:30 PM CST were we able to continue on our way again. The tow truck with a new car hauler did not arrive until it was dark out. That meant we had to unload our personal vehicle from the damaged equipment at the instruction of the tow driver at night. This caused further damage to our vehicle. During the time we sat on the side of the road, we spoke to no less than 3 Roadside Assistance Reps. Two of these reps had the customer service skills to argue with us over whether or not a hotel stay would be covered. We did not end up staying in a hotel, we found family over an hour away because we had done all the arguing we could take. Finally, upon arrival, and after rescheduling movers multiple times we were forced to keep the U-​Haul longer than expected because Justin had to go to work (after missing two whole days on account of U-Haul’s carelessness) and I was unable to unload the trailer on my own.
Once both pieces of equipment were dropped off, we immediately filed an objection to payment, a customer action complaint and requested that a review board be sent out to Springhill U-​Haul. A month later and we are still arguing with them, almost daily and trying to get things sorted out. Don’t bother calling this location. They won’t answer.