U-Haul Moving & Storage of Middletown — Local services in Middletown

I just picked up the truck today. I had filled everything out online before, but when I got there, I had to do it all again, on my phone, more complicated and difficult process than I expected. It was the end of the day, an hour before closing, and the attendant said I was the only person who had been able to complete the process "today" using my phone. Horrible experience and I was starting to lose my patience, but I held it together, just barely. Be prepared to go through a long tedious check in process, as if you never set it up online. The truck itself is acceptable, but starting to show wear. The window roll handle came off in my hand, the doors were giving fault codes for being open and took multiple slams to get the error to clear. Also, the check engine light was on. They said they checked the codes, and it was ok to be rented out, so I took it to avoid going through the checkout process again with another truck. I'm keeping it for a week and will update at the end and if anything else happens along the way. Update: The dome and cargo lights were staying on. When I tried to shut them off, the switch fell into the dash, I couldn't reach it with my fingers. The return process was only slightly easier than the pickup. TIP: Keep a "pen and paper" handy as you go through the process, there will be information that you don't get a chance to see again, like door codes, prices, and instructions. Also write down mileage and fuel level. The Milage display "strobes" on camera, and took several tries to get a full pic. When I was done returning on the website, it suddenly closed, but I didn't get instructions to return the key I was still holding. I brought it into the attendants and asked them to verify that I had completed the process. If you are doing "self service" and there are no attendants there, you may get stuck. No paper receipts, you kind of have to trust their charges. Be prepared to be very patient. This was a tedious, frustrating process. I do not recommend "self service after hours" when there are no attendants to help....

I am not one that generally complains but here we are. We booked a rental of a pickup truck for a Saturday, only about 6 hours. The store opens at 7 but they said we could pick it up for 6. Great.

I get an email (and voicemail) stating that it's been moved to 7am because at this point they are not doing out of business hours pickups - that's fine. Understandable. It's a pandemic, things are weird. Totally get it. The time in the email is 7am - 12pm for the rental.

We get there to pick it up and the woman at the desk (manager?) stated we only had the rental until 11:15 and that someone had called the night before to tell us (lie).

The message in my voicemail never once said ANYTHING about 11:15, and only mentioned the 7am change. She argues with us about the time. We had reserved for 6 hours and were already pushed back to 5. And now they wanted to push us back to a little over 4 hours?

She stated the reason was that someone else needed the truck for 11:30. So we were somehow less important than the next customer and with no actual warning they bumped us another 45 mins less than we reserved for.

We were also told if we didn't bring the truck back in time we would be responsible for the other person's 50$ fee for reservation. Like it was our fault that they did not plan ahead and have more than one pickup truck on site.

We opted to leave and rent from Home Depot instead (it may be more expensive, but we had SUCH a nice experience with their rental department). And on the way out the manager of all people rudely said "HAVE A NICE DAY" in the most snide, Karen voice I have ever heard in my life. (I do admit our response to that was not-so-nice, at that point we had lost our "nice" capacity).

I will never use U-Haul for anything. I have sent a similar copy of this complaint to the U-Haul corporate company. And I urge no one else to use this U-Haul in particular. I understand we are in the middle of a pandemic, life is odd, the world is crazy. We are generally pretty laid back people, but damn...she was just another level of rude...

We reserved a truck at a specific location and no one called or sent an email to tell us our reservation changed. I only found out when I went to check out my order online and it was switched to a different location. Then I called and spoke with someone and they said location changed because the truck wasn't available at the initial one. Then I tell them I have to now drive an extra 20 minutes in the wrong direction and then drive 40 mins back the way I needed to go and then another hour to our destination. They stated that the new pickup location at West Hartford was 8 miles from the Middletown location. It's definitely NOT. After talking with them about having to pay the extra mileage because the company changed my reservation they comped me an extra 41 miles which was nice. Still super inconvenient and annoying. When we returned the truck to a different location their computer system was down. Then I received emails that changed our drop off location after we dropped the truck off... I won't rent from UHaul again. Overpriced ($40 over what was advertised) and a headache. Did not make my moving process smooth at all. At least the...