U-Haul – Aurora

Initial customer service was horrible. Problem should have been taken care of much quicker. Because of a defective trailer a 5 hour drive turned in a 7 hour adventure. Took us two trips to this location and 4 additional hours wasted. General manager finally took care of issue.

This is not a reflection of the Aurora location. My problem is with their corporate scheduling department. I had a reservation to pick up a one way rental trailer in Aurora. With less than 24 hours before my reservation began, I was informed my pick up location was changed to Chicago, over 40 miles away. While I understand that the pickup location could change, expecting someone to travel over 40 miles with less than 1 day notice is not acceptable. I made my reservation a month ago, the scheduling department has an obligation to get the right equipment to where the reservation is. I will never consider using Uhaul again as they completely let me down.

This might not be the fault of this particular location, nevertheless you would think that one of the «professionals» at U-​Haul would have let me know sooner than the **day before my move at 4:30 p.m.** that this location was not my actual pick-​up location. Sorry, I didn’t mean let me know. I mean that I called to confirm my own reservation and talked to an unhelpful man on the phone who passed this off as «my fault.»
Nay, my pickup location is in Shorewood, which once Googled I found that it is an HOUR SOUTH OF WHERE I MADE MY RESERVATION.
Thank you for making me into an asshole to my friends who are helping me move. Thank you for making one of the most stressful events in my life even more stressful. Thank you for confirming what everyone said about using this God-​awful company.

Was scheduled to pick up 26′ truck for a move with uhaul in Sycamore/​DeKalb IL. The apparent truck that was scheduled to rent broke down. The corporate immediately rescheduled me for the same size truck in Aurora IL. The problem is that they rescheduled a truck 40 miles away and expected me to absorb the mileage cost of .99 cents per mile in each direction. The initial vehicle was scheduled 3 weeks in advance. Some how calling me with less than 24 hours notice and adding approximately $ 80 dollars to rental agreement hardly seems in my best interest. Furthermore the initial rental was to take place at 0800. The new truck would not be available until 1700 so they want to charge me for 2 days of rental? Completely disgusted with the whole situation stemming from the local store all the way up customer service at the corporate level! So needless to say I did not rent from uhaul Nor do I intend to rent in the future.

This is the absolutely worst experience of my life… DO NOT, I REPEAT, DO NOT USE THEIR UBOX STORAGE SERVICES. I have used their truck rentals in the past and never had an issue, but this time… I have been misquoted, mistreated and completely IGNORED. I have tried to go all the way to corporate… NO ONE in this entire organization cares about the fact that I am 2,000 miles away from my belongings going on six months and I have yet to have my issues resolved. To make a long story short, the manager, Brandon advised me that I would not need to pay additional fees if I added an additional box (I second guessed him, it seems crazy, I know), but I repeatedly asked him to double check his figures and be sure that the cost to ship (3) U Boxes would be the same as (2). He ASSURED ME!!! …I quote, «It’ll (3^rd Box) will go on the same load so there will not be any additional cost». I TRUSTED HIM… and when I called three days later to arrange shipping…2,000 miles away in Los Angeles… ooooh did this story change. I have been stuck now paying monthly fees. Finally I decided to drop the box, and I was told by my new contact… of course Brandon split… but, Cliff advised me that I could drop the 3^rd Box and ship the other two. Only to find out that I cannot do that either, or for now… at least we’re waiting on «approval» to drop the box, meanwhile I am still paying!!! This has been a NIGHTMARE. I have called everyone I can think to call, and NOBODY, NOONE can do anything, cares to do anything. I have notes three pages long, documenting everyone who has promised me one thing after another. I have cried myself to sleep because I fear losing my belongings. It is gut wrenching. Please do not use this company!

I’ve had really bad experiences with U-​Haul but understand that they are independently owned. While I was reluctant to use U-​Haul, they were the only one who had the trailer that I needed.
I was very impressed with this particular location. The people running the place were very nice and when I returned my trailer, they ran (yes, the guy literally ran) to meet me in the parking lot and brought me my receipt so I didn’t have to go back into the office.
I’d rent from this location again even though it is fairly distant from my home.