U-Haul of Albany

I wrote a review a few days ago, but things got even worse since then. This is very long but potential customers pleased be advised!nnMy husband and I called ahead to make a reservation to have a trailer hitch and wiring installed on our car the following week. He arrived promptly at 2:00 and was directed to wait for an hour, but was not permitted inside on account of the virus. Two hours later, when the store still had not called him after waiting outdoors in South Georgia heat for the duration of this time, he asked about the progress of the hitch. He was told that the person needed to install the hitch had left for lunch and was going to be back in thirty minutes. He waited and learned that the individual who was absent was actually a trainee, not the installation guy, and then proceeded to wait for another hour and 45 minutes. at 5:45, they told my husband that the part was incorrect they had ordered; they ordered a new one. Meanwhile, we have informed them all along that we must leave in two days to go to Pennsylvania with our rented truck.nnLong story short, the part does not come in after two or three days, and my husband has to drive to another state with to pick up the correct part and install it himself in the middle of the night so we can pick up the trailer. The ONLY redeeming part of this was a store associate in the location who was incredibly apologetic, kind, and gave us a discount on the installed piece they were able to do without the part. I have forgotten his name, but it begins with a T. Overall, this was an incredibly disorganized and disappointing ordeal that lasted four days, and he waited four hours at the location for very little to be accomplished.

PLEASE DO NOT do business with this location. I am a college student and I rented a storage unit to store my things. I live 3 hours away from Albany and was only granted 1 hour and 30 minutes to move out of my dorm due to the pandemic. I planned to rent the storage unit for $75 a month. I confirmed with them that I would have this unit before I arrived. They assigned me to a unit for $119 a month after the free month and I discussed with them on the topic that I did not ask for or reserve this unit. They proceeded to tell me that it was all they had left. Okay, so what happened to my reservation? I later found out through customer service that they had given my reservation away right before I arrived !! I did not ask for the unit for $119 a month and was forced to accept it because I had no where else to go with the little time I had. As I stated before, I am a college student and I cannot afford this! I have been having a very hard time with reaching out to them for A MONTH AND SOME WEEKS NOW to find a way for me to pay my initial price of $75 a month due to the failed communication on their behalf. My issue is still currently not resolved!! I have spoken to so many people in customer service and have completed TWO action files where they are supposed to respond within 72 hours. Every time I have had to call them! No one has reached out to me as they were supposed to ! I will never do business with this location EVER AGAIN and I recommend that no one does!

The wait time at the primary facility was irritating.nMaking a reservation was pointless.nn**My biggest PROBLEM** - NOBODY mentioned anything about the after hour drop off process. or key drop off locations. NOBODY explained that rentals are LOCATION SPECIFIC and that dropping off the truck at a location 2 Blocks away from that SPECIFIC LOCATION will DOUBLE THE PRICE OF THE RENTAL!.. NOBODY EXPLAINED ANYTHING. I was just told to put gas back in the truck.nnI just spoke with a customer rep and Corporate is unwilling to do anything about the double charge. Seriously??nnThe only positive in all of this was that the truck was new and clean.nnEverything else was a an absolute mess!

Everyone was great

I have never been treated so poorly by management in any establishment in my life! I understand that mistakes happen and I take full credit when i make a mistake. I accidentally changed the pick up date online and called to have it adjusted back to the original pick up date. While speaking with a very nice employee, he confirmed the day I needed to pick it up and told me any time after 12pm. Well he never made the changes in the computer according to the manager. When I showed up at 1pm to get it and they didn't have it ready....they had it THERE but not ready. The manager could care less that I drove all the way there and he wouldn't allow me to wait for it. He told me to come back. When I was able to come back a few days later he said he gave away my reservation and changed my pick up date. He called me earlier that day and left a voice mail but he never stated that he changed my pick up date or that it would not be available. I called back as soon as I could and the call went to the call center. The call center sent a message to the store that I was coming for it that day. The manager told me he received the message but he still failed to call me and let me know what he did! I showed up to get it for the second time and again none of the employees would talk to me once they heard my name. I have no idea what the manager does to his staff, but they were terrified to talk to me or look me in the eye. The manager never once apologized for the inconvenience, and pretty much treated me as if I was the inconvenience. If you decide to spend your money at this location, I strongly recommend you call the morning of pick up to make sure you reservation is ready. Read the other reviews about the way the manager has treated other customers and the issues they have had with mileage, gas, and availability!!!!!! Thank God hotels don't handle reservations the same way this U-haul facility does!