If I could give them zero I would. Horrible customer service bought storage units in an auction was told I had 24hrs to bring the cash for them to the office before they close today and the manager Mike had left for the day with the keys locked in his office. He refused to come back and told me I could return tomorrow. Its over a 2 hour drive there. I will not be returning

This gripe isnt just with this U Haul store....its widespread.Pros: Ive never had a problem renting a trailer. There are always plenty available....other than college moving season.Cons: I went in one month before my daughters move to rent a 16 van truck. Paperwork etc just fine. Then the rep said they couldnt guarantee the truck would be available. ...their traffic dept would help me find one.So thanks for nothing. I spent a few dollars more and rented a Penske van. Guaranteed to be available with a CC at reservation. I stopped by today. Yep. Its ready for tomorrow.

Everything went smooth as silk. Very happy with the experience we had renting from this Uhaul location. Thanks guys for making our move a breeze!

No one ever picks up the phone. Central office called and cancelled my reservation despite confirming with the local office previously... You are gambling with your move if you use UHaul.

Don’t go here if you are in a hurry and don’t even try calling unless you want to sit on hold for 30 min and then when you arrive everyone working will be busy for another 30 min ... terrible experience

Waited around 34 minutes and no one answered. Either Im wrong and they are super busy or understaffed.

Waited on hold for 20 minutes and no one ever came back to the line.

I have used this location 3 times and have been very pleased. Herbert was great getting me on my way. To those who complain about the level of staffing, remember, the U-haul staff doesnt decide when customers show up. It is like every other service industry, customer traffic fluctuates.

Why have a phone if you never answer it. Ive spent a total of 45 min on the phone with no answer.

My family reserved a 26 truck to move and paid ahead of time. Two days before moving, they notified us that a truck is not available. Customer service solution was for my family to drive 45 miles to get one. Not acceptable. Poor customer service overall. The whole point of reserving ahead of time is to take some stress off of a family that is moving. This whole ordeal has added unnecessary stress, and we are greatly disappointed. Reading some other reviews, this is not the first time this has happened to other customers. You can take your chance with this location, but I will never visit here again, nor recommend to anyone I know.

Brandon was the best! He was very helpful in our trailer extrange. Ours broke down and we had to get another. Road side assistance/ customer service phone service was awful. But he was great

Good check in procedure. Friendly staff.

I absolutely do not recommend this U-Haul service. They told me less than 48 hours prior to my rental time that they did not have any trailer available for me, not even an upgrade. (I reserved this nearly a month in advance). They told me I could drive an hour in the complete opposite direction of where I was moving to pick one up and offered me no discount for the inconvenience. I get that it all depends on where the previous customers are dropping them off but why would you let every single trailer go when you have a rental coming up in a couple weeks and have no trailers scheduled to come back in? I cannot understand. Now I am absolutely scrambling to find a different trailer to move with for my move in about 36 hours. Wish they would have told me 2 weeks ago they would not have one available on this day!! Absurd customer service

Rented 4 different trucks over 6 week period and had friendly, courteous service each time. Fully explained each truck’s features and answered questions. Recognized me on 2nd visit and called me by name!

Herbert is a rockstar! Went in to get a simple ball installed to my hitch and the service was fast and friendly. I will definitely go back in the future.

Been burned by U-Haul plenty of times... Most recently today. Their website inventory is rarely correct. Today I ordered a 5x9 trailer with a ramp online from the Waterloo location only to be called by customer service to inform me it was not available. With no regard to their online inventory errors they offered me a free extra day if I would drive to Fayette, IA to pick up the trailer (not understanding that an extra day provided me no bennefit as I had ordered the one day trailer for a trip to MN from Waterloo).I now have to postpone my moving plans and will more than likely rent something in the Twin Cities to drive down and back.Wish there were more options.

Overpriced, unnecessary fees & the only good thing was the customer service when I was picking up the truck. Praying I don’t have to move any more. I do not recommend.

Plan on spending significantly more time here then you plan. Cant find your name or contract number even though you have the email confirmation with everything right there. Say you cant return unopened stuff even when the return policy that I also have in front of them states 30 days with unopened packaging

Drop off are easy but everything else is mess. In law need U-Haul had one reserved for pick up on weekend. They did not have the size we requested available and took way longer then it should to get different one even ready. Id go else where if needing U-Hual rental

Ridiculously incompetent

They forgot to give me a hand cart. I called and told them to just forget about it and after I dropped off the uhaul in Wisconsin I got charged another 109.13 on my credit card because I didn’t pay some kind of promissory note that I was never told about. I figured when I paid the full amount when I picked it up there wouldn’t be any hidden cost. So overall, they are trying to take an extra $109.13 because they forgot to give me a handcart and I didn’t pay a hidden fee. The best thing of all when I called to complain about the charge the customer service lady told me they do this all the time.

I took my tank there to get filled this past Summer. When I got home to hook it up it started shooting out gas, come to find out they overfilled my forklift tank. If your going to provide service to customers do it right. This couldve caused the tank to explode and killed me and my family. I now go to a different place in town where they actually have the tank on a scale to weight it so that they cant put too much in it.

Fast, friendly and super helpful. Checked out with one guy and checked the truck in with another. Both were awesome to work with. Will be back.

Dont use... not only did they have wrong reservation for me (10ft truckVs. 5x8 trailer) but they charged me an extra 100 for hitch because they never received the product they were suppose to order 2 weeks in advance. Would have been nice to get a call drather than to just install whatever they had on site. They also double booked our appt. so we were without a car for entire day instead of 2-3 hours.

Customer service us terrible. UHaul is good to use but this location seems to have a staffing problem. Once you can get what you need all is good. But you will probably leave frustrated.

Clean truck service was awesome! Devin and herbert jr helped a lot. These guys made my kids move as painless as possible! Kudos!

Michael S. the general manager was a lifesaver!!! We made our reservation a month in advance, thinking that we were safe and would get the pick up time we needed, but that wasnt the case when we got our reservation confirmation email. We noted we wanted our truck by 11:00am. Our email said we couldnt it up until afterm 4:30pm.That wouldnt work because we needed to pack (probably 2hrs), then move to 2 1/2hrs away, and then unpack! This would leave us un-packing well into the night.We called to see why our reservation was so late. The girl who answered didnt seem to know why, so she transferred us to the scheduling department. They said there wasnt anything they could do, and that they dont take reservations into account, until 2-3 days before hand. This means it was pointless for us to plan ahead and schedule a month in advance.We needed to get the truck before 4:30pm. We decided to go to the Waterloo store and talk to them in person. Thats where we met Michael. He went above and beyond to help us out! We ended up moving our pick-up location to accommodate our time restraints. He added extra miles and they took a small amount off, for the inconvenience!Thank you Michael S!!!

Drive to use another office, because these guys are as organized as a cat parade. Not only did they charge the wrong credit card after I explicitly called and gave them another, they would not refund it, and refused to rectify the problem. The person in charge changes day to day and they do not communicate with each other or customer, so when you show up back to back days you have to start over. Uninformed, poor communication, and a general lack of business etiquette and knowledge.

Bad!

Few months ago I need to rent a trailer to help move someone,the employees were helpful with instruction when to bring back the trailer and also a hitch I needed for my vehical.Very professional and business like people.

In June I was there the guy wanted it to sound like he was doing me a favor by renting the truck to me a day early. It was in stock and they didnt have a waiting list. The last time they were great but that first time was annoying.

If I could leave negative stars I would. I was never helped when I went there. There is virtually no staff and the staff that is there is incompetent. I went in several times to reserve a truck, once I was told to just do it online (there is no way to add an extra day online), another time the internet was down and the third time I was told they had no truck I could rent (but I could get a bigger truck or one I was told I could not take out of town, which is not helpful for an out of town move).

Had a hitch installed here and Eric is super nice. Unfortunately someone sold me the wrong size receiver. I went in to exchange it and ran into makenzie (dude with long blonde hair that wears sunglasses indoors). Everytime I come here he is a complete jerk and I end up dealing with someone else. This is my second time dealing with this jerk and if anyone goes here, I highly recommend talking to Eric. Hell get it done.

I went to this location to pick up a trailer I had reserved, it was the wrong trailer so they gave me a bigger one. As soon as I left the place, I turned around and brought it back because it was missing its wheel bearing cap. They sent me to another store and the guy there was pissed off because I got the trailer from some other uhaul and he was rude as could be. I got the trailer and loaded it up and went about my way. After about 5 hours of driving, there was a huge dog tail from the trailer. I stopped to fill up the truck and inspect the trailer. The back tire on the passenger side was only being held on by a nut. The wheel bearing broke on that trailer as well. So I called the support line and it took 20 minutes to get through. The lady on the other end was extremely nice and helpful. The repair shop they called to come out and fix it took over an hour to get there. After it was fixed, I got back on the road and the lady I talked with on the phone had uhaul pay for the hotel I was going to stay at. Then when I got to my destination, trying to deal with them to keep the trailer for an extra day and to get it dropped off was nothing but a big hassle. I know Ill go buy a trailer, use it, then sell it before I ever use uhaul again.The reason why I put this all here is because when they sent me the survey to fill out, it just kept coming up with an error so it was never able to be submitted.

I have had nothing but problems with this store on University in Waterloo. Their management is rude, tries to rip customers off because their not checking the gas gauge and cannot collect information. If a customer is asking a question why is extra personal information needed a professional person should be able to explain to the customers why instead of getting upset and not explaining anything at all. They dont deserve a star at all 😡😡😡.

The hub for Waterloo and Cedar Falls. I wanted a storage unit in CF, but ended up with one in Waterloo. Prices for storage units are on the upper end, but you never have to worry about access or someone being available with problems. The parking lot is woefully undersized for the number of customers and rental trucks going through there.

Mike and his crew are top notch! 👍👍

I made a reservation for a trailer at 7am 6 weeks in advance. I went into U haul 1 day before the day I had made the reservation for and they assured me that they would have have the trailer. That night they called me and said we wont be able to get your trailer until 3pmI responded by telling them that I had a reservation and I had been assured they would have it.Well I dont know who told you that but they shouldnt haveI dont care what they shouldve done but thats what they didAnd so ended the phone call. In no way did they even try to compensate for theyre horrible service. Next I tried getting a trailer from Iowa City but had issues there as well. Details will be on the Iowa City u hauls page

Best customer service Ive had in years.Very friendly & knowledgeable staff

This is unfortunately a case of really nice local people working for an awful corporation.I tried to reserve a 20 rental truck from UHaul and had everything lined up. 2 nights before, the corporate (1-888 number) called and said they would only have a 15 truck available.I called back in the morning and they said they didnt have a 15 truck, they only had a 26 truck... and also that it was in Decorah, Iowa. They said they werent going to charge us extra for the bigger truck or mileage, but we would have to pay the extra gas. We didnt have any other options, so I took it.I called the local office and they said they might be able to get a 20 truck, so I put in another reservation. She said they would call back soon.Then the corporate office called back asking why there were more reservations, and I explained that the local office was working to see what they could do. She assured me that there would not be any other truck available other than the one from Decorah, and that it was the only option. She also stated that we should have made our reservation 4 weeks in advance, and that all the other truck rental places in town were likely to be busy. I cancelled all of my reservations and went with Penske, who immediately *guaranteed* me a truck, and even lowered the mileage rate even though we had explained our nightmare with U-Haul and we were stuck.Im sorry to all the people who work here locally, but *dont use U-Haul.* Your reservation isnt confirmed until 24 hours before (where your other options would be limited), and they apparently think upgrading to a massive truck that would take 3 hours round trip to get to (and the extra gas cost) is an acceptable alternative. Go use Penske. The people over there are equally nice, but the corporation over them wont screw you over last minute.

These people do not deserve 1 star. They are crooks. They double charged my credit card and refused to issue a credit. I went to my truck and called the corporate office. They found my ticket on their computer system and issued the credit. I will use Uhaul again but not this store. Beware!

Great they were very helpful even offered to go get a trailer for me.

Typical U-Haul location. Good selection of moving supplies. Usually under-staffed especially at the front desk.

Terrible experience. The trucks have hardware failures which wastes time when moving and employees could care less. If you value your time and money do not go to this U-Haul.

Rented a trailer and the wiring only worked on one side and they still let me leave with it. But friendly.

I went to have them finish a hitch installation(I tried to do it myself but couldnt get the last bolt in due to rust). Even though I didnt buy the hitch through them they took care of it no problem. I was expecting to get charged the amount of a full installation but the manager told me no charge was necessary.A+!

Rattly Heap of a Van was really Exp but was needed to move all my crap.

They charged me an extra day and charge me twice

Very Rude to the customers

Make sure you ALWAYS ask for a receipt!

Herbert was a great help

Good services

Great service

Reasonable price

Efficient

Too busy..

O it