U-Haul Moving & Storage of S Fort Worth-Altamesa

Horrible customer service. General Manager (owner on name tag) is very unprofessional. I came in looking for a trailer and he got on me for not reserving online. There were at least 20 on the lot. Where in the hell does it state that reservations should be done online? The dude is lazy. Will not be going back.

1 person in the office. Need more personnel. Stood in line for 15min just for propane.nnI’ve also rented a trailer here before. Waited in line for 30min and only one person working the line and one person outside. If you don’t value your time by all means come here because they are more than glad to waste it. Last time I come back to this place.

Came into the store around 6:15 pm and purchased 17 boxes and some tape. My problem is that there was one customer that was being taken care of and Jared was helping me. He did not offer to help me with the boxes and there was another associate doing absolutely nothing. As we speak he is on his phone . I guess I figured someone would help me but they didn’t . Worst customer service I’ve had at this location that I’ve used for many years.

Richard Atha is a horrible manager, should NOT be handling anything involving customers directly.nnWe rented a truck and trailer on 8/8 to tow my car from Arlington to Benbrook. Getting out and in at the location was a breeze. (Except one of the wheel straps on the trailer was broken. We were only able to strap one wheel. Used the chains.)nnOn 9/11 I noticed a third charge of $166.68 on our account. I immediately reached out to UHaul customer service and spoke with Lisa Miles. She notified us of not only an outstanding balance, but a $30 fee for it not being paid was accessed.nnThis location does not provide printed receipts at return. They also didn’t capture an email address at checkout to ensure receipt deliverability.nnLisa sent us our receipt and rental information, after reviewing with her, it was OBVIOUS a discrepancy was there. Our mileage in, showed 100 more miles than actual driven. She takes our dispute and forwards it to Richard.nnI wait patiently for Richard to follow up with resolve. He reaches out 9/14. In conversation with him, I repeatedly tell him there’s a discrepancy. We drove 68 miles and had the truck for about two hours.nnI asked him for accuracy in time stamps, because there’s no way to drive a 10ft truck w/tow trailer attached that fast. Covering 168 miles in a two hour spand. I plead with him to review cameras for actual time in and out, just to do in depth research of common sense drive time.nnHe was belligerent and rude. Told me that what his system says, is what it is. He said HE was the one who processed the return. All he can go off of is the mileage out vs in. There was nothing else he could do for me. It was my word vs his record of mileage.nnI tried calling back a few times, but couldn’t reach him.nnSo, we went in. Thankfully, I walked in the moment he was handling another customer the SAME WAY. He told them that the rental before and after theirs had no issues. And if none of them complained, it’s hard to validate an issue. Ah Ha! So he can do more research. When we got to the counter I reminded him of our conversation and of the call he just had. I asked him if he could please confirm the mileage of our truck before we rented and the mileage out at next rental, because we must find this error. Let’s start there... He proceeds to check his system and reluctantly notices the discrepancy.nnHe tells me I was right. “OF COUSE I WAS RIGHT RICHARD!!!!” I told him that’s the research he should have done over the three days before calling us, rather than putting in zero effort to truly resolve. It’s quite absurd.nnHe is a complete tool, incompetent and arrogant for NO REASON. Not needed for a management position at UHaul. I bet there are HUNDREDS of other customers that may not pay attention to details but have been screwed by him.nnI’m so thankful for Lisa Miles in the customer service department for UNDERSTANDING my complaints with empathy and with a genuine desire for resolution. Even in my frustration, she could understand my grievance. She is management material.

The call center lacks professionalism, however the site was wonderful. Christopher was very helpful and courteous upon check in.