I used Uhaul's services to move from another state to Florida, by way of their Uboxes. To say my experience was poor is a complete understatement and I continue to have problems, even after emptying the Uboxes on June 1. Since this review is about a particular location, I will shorten this review to reflect the location only.
First, when I arrived to the location to empty my Uboxes (I used a rental truck to remove), it was raining and the vinyl covers had been completely removed. Since the boxes are made of wood, you can guess what happened--the contents got WET. The staff that day were particularly stressed and that combined with my "I just want to be done with Uhaul" attitude, I pretty much let it go. My fault for letting it go, because that was just the beginning of my issues with this location. I did raise the concern to a staff person as an "FYI, when you take the vinyl covers off and it is raining, they leak" and the staff person pretty much looked at me with a blank look and absolutely no apology or recognition. Again, my fault for actually letting that go.
Second, on or around June 5, Uhaul promptly charged my card on file for the rental of two Uboxes. I called the location when I first became aware of the charge and was referred to the manager, Curtis Mitchell. Mr. Mitchell returned my call and left a message indicating that he was working on the dispute that I filed. Mr. Mitchell, after this point in time, decided to no longer communicate with me. I have not heard from him since. I have left countless messages for him and ultimately had to involve my bank, which got the regional office moving really fast. My money was refunded and I was also told that Mr. Mitchell had closed my dispute (they have 72 hours to resolve it), even though it clearly had not been resolved and I had not been refunded my money or received any communications from him about the supposed 'resolution'.
Third, after I was refunded my money and acknowledged to be no longer using the service, I then received an email in early July to the effect that my monthly payment was coming up. I immediately cancelled my bank card so Uhaul could not charge me AGAIN for a service I was not using and called my buddy Curtis Mitchell, whom I have continued to leave messages for and whom has not returned any phone calls. The week following this email notice, I received an additional notice telling me that since I did not make my payment, I had now accrued delinquency charges. I eventually found myself on the phone with someone, probably at the call center you frequently get shuffled over to, who was supposedly talking to Mr. Mitchell. At this point in time, I was told that everything was resolved and that he had produced an invoice indicating so. I received the invoice by email while on the phone call and the invoice indicated that I had paid for one Ubox in July and my balance was at "$0". Being that this is incorrect information, I expressed as much to the representative on the call. She then called Mr. Mitchell again and he produced an invoice that indicated a series of payments and move outs, which totaled "$0", followed by two charges for August 4. STILL, incorrect information and obviously an additional charge for a service that I haven't used since June 1.
Now, I am waiting for someone at the 'regional office' to call me back. It has been two business days and I have yet to speak with someone who is willing and able to resolve this. My next stops will be the Better Business Bureau and a lawyer. read more
