U-Haul Trailer Hitch Super Center at Airport

This place is terrible very rude people Rent from penske nicer people there

This rental experience was excellent. Staff was extremely helpful and the service was great. Really good equipment. Rates for both the truck & storage unit were very affordable. Again, the staff was really helpful.

Employees are very helpful and very organized

Worst customer service ever! Called 800# and made reservation, secured with credit card. Lady said I would get a phone call from the Hershberger store within the hour... they never called, so I called them. They informed me that I did not have a reservation with them, it was at the Troutville store because they didn't have a truck available, even though 800# asked where I wanted to pick up the truck. I called Troutville store and they didn't have reservation either. The lady said Hershberger store does that alot. So here my husband and I are with no reservation, no truck the day before our scheduled move.nWill never use them!! Never!

My initial pick-up location was 2902 Hershberger Rd in Roanoke, VA and this was one of the most unpleasant customer service experiences. To start, my truck was supposed to be ready at 10:30 am, and once we arrived we were told that they did not have the truck and that the customer who was supposed to drop it off in-time for my use hadn’t done so. In my head I am thinking, “Ok, that’s not my problem.” The uHaul worker who assisted my family was unable to problem solve, and uncaringly stated that, “sometimes this just happens and the only thing I can do is call the customer, but he isn’t answering the phone.” I preceded to ask the UHaul worker, “so what are we going to do to resolve this issue?” The young man working did not seem to know or really care how to help me. He stated that I could come back when he thinks the next size 15’ truck would be in. I then received a text stating that the truck would be ready at 1 pm. In the interim, I called the customer service line to see if I could get a discount and also, to find a new 15’ truck, and the person I had the “pleasure of speaking with” said that is something they have to fix in-store and they could not do that over the phone. We left and came back at 1pm and were told that they still did not have the truck. At this point, I am frustrated, because I am on a timed schedule and everything has been pushed back on my end. When my brother preceded to ask for a discount the uhaul worker laughed and stated, “you want a discount but you aren’t even driving the truck.” This was very upsetting. Yes, we were asking for a discount for the time loss. We are paying for a service and that service was not rendered. They said they had no managers on duty to even process a discount and they could not do it. I was adamant on not leaving their business until they fixed my issue. Another uhaul worker showed up and looked for another truck in the area, he was slightly more helpful than the other UHaul worker. He found a truck about 30 min away (Salem Mini Mart) and stated the there was a 15’ truck available that we could pick up.” We had to ask for these gentleman (uhaul employees) to do everything we needed of them. They lacked initiative and motive to do their job and failed miserably at providing good quality customer service. I felt as though they really didn’t not care or even try to understand why we were so Frustrated. One of the uhaul employees spent a great deal of time communicating with someone over the computer trying to change our pick-up location from Hershberger to Salem. When we brought up a discount again, they stated we needed to call the customer service line, which we had already done. On our way to the Salem location, we called the customer service line, again. The agent on the phone stated that our location had not been moved to Salem, therefore we had to explain our ENTIRE situation over AGAIN! And make the transfer on our own. We complained about our experience and filed a complaint. We were told that there would be a 50 dollar discount, but never saw one, we were told that someone from uhaul would look into our case and follow-up with a phone call. In short, we ended up paying full price for piss-poor service. My family has used UHaul for years, however, due to this experience we will no longer be utilizing this service.