U-Haul of University City

Matthew L.

Absolutely horrible experience at the University City location. We originally schedule a van from the Kingsessing office, but got an email the day before to pick up at the UCity office instead. I called multiple times to confirm this reservation - the UCity office originally said they couldn't see the reservation despite the South Philly scheduling office stating that it was scheduled. We arrived around 9am for our 9am reservation of a one-way 9' cargo van to the Bronx. After waiting in like for about 45 minutes, we were able to show one of the two employees our self-check-in, and I was charged $202 to my Discover Card. He gave me the van key, then realized that the only van they had was for local use, and made me give him back the van key. He then left the building to help another customer. By now, there were at least 20 customers in line waiting. Taysha Blackstone, the one other employee, said there was no one-way van available, despite our prior reservation, and that the van we paid for must have never been returned. Taysha refused to refund us for the van that we paid for, telling us curtly to call the main hotline. Taysha then told us to get out of line to make our phone call and started assisting other customers while we stood there. She said multiple times that she was ready to "put in my two weeks" to quit her job. We attempted to call the Uhaul main number and South Philly scheduling office. No vans were available in Philadelphia, despite the fact that we had reserved, and PAID for the van already! Eventually, after two and half hours in line after our appointment we got a remaining 10' truck for our move. We were billed a second time. I am waiting for a refund for the first van we paid for but never received. I hope that Uhaul can make this right. In the future, we will go with another moving company.

Dacian Mckenzie

If I could give them no stars I would! Worst experience ever! The most upsetting part was the service provided by the employees. They charged me for gas when I drove the truck only 6 miles! And brought it back after realizing I didn’t need it. I didn’t even put anything in the truck and they charged me a cleaning fee! I called to speak to someone about the charges and their employee EARL WHITNEY was so rude to me! He refused to look up my reservation number to even look into why I was charged and he purposely hung up the phone on me! I called back and told him he hung up in the middle of me talking and he said “I know”. Horrible horrible horrible experience. I will never book a uhaul truck again! If you are looking to book with uhaul, I would recommend GOING TO ANOTHER LOCATION OR JUST DONT BOOK AT ALL! They have no care for customer service and only care about making money with their ridiculous charges!

Pierrette Montone

A really, really terrible moving experience because of U-Haul. I'd like to preface that we did not experience rude or dismissive service. They are clearly under staffed, under paid, overstressed and doing thier best. We reserved a 10 foot truck for Saturday afternoon and elected to use the app instead of at the counter. ( HUGE mistake. If you absolutely have to use UHaul, use the counter. The app is so glitchy, frustrating and outright bad you will end up at the counter anyway.) After several attempts to take a simple picture, with a hour left to go before hired movers arrived, we headed in to see what the problem was. After several minutes in a frozen line, it seemed like the computers were experiencing a malfunction. Everyone patiently waited for five minutes. Ten minutes. Fifteen minutes. Twenty. THIRTY. The woman at the counter kept saying the computers were being really slow. Then they weren't working at all. When she called what I can assume is an IT line they said to "wait it out, nothing they could do". Looking it up later, apparently this happens CONSTANTLY. She called another store. Same thing. Apparently the entire system was down nationwide. At this point we were out of time. The movers were on the clock and waiting for us. We were still without. With no way to know how long this nationwide outage was going to be, we had no choice but to cancel our movers and try the next day. At this point there wasn't a lot of choices. SO, next day. Computers are up! Great. We get the truck. Annndddd....the battery is dead. Of course. When I went in to tell them, they basically said there wasn't an extra truck available, so no truck AGAIN that day. By some miracle, someone was returning a truck at the exact same time, so we managed to finally secure a truck. But the poor soul literally signing a contract to get that exact same truck was out of luck, as well as someone who called asking if they had any ten footers available, to which they replied yes. Wouldn't want to face those two. We had to return the truck after hours. Also a terrible idea, it turns out. We had to navigate the terrible app AGAIN, and surprise, it was malfunctioning. Other people were also returning and finding the app completely broken. At this point we were so fed up with uhaul we took pictures ourselves NOT through the app and chucked the keys in the return slot, vowing to never, EVER use UHaul again. Super long, harried story short, AVOID THIS PLACE AT ALL COSTS. It literally cost us more to rent this truck, with all the mishaps and delays, than it would movers with thier own truck. Save your time, money, and sanity. Just don't come here.

Graham Younger

Total Disappointment! When it comes to something as important as moving, you want to be able to trust that you and your belongings will be safe. Additionally, you don’t want to handle any unplanned frustrations which could make the already difficult and stressful task of moving even worse! This location disappointed on all fronts. The employees were unprofessional discussing personal business while waiting on customers and being visibility upset and loud while taking a personal call on their cells. The location was also understaffed during a busy weekend, resulting in a long and slow moving line. To further compound the frustrations, the truck I received was in terrible condition. There was a check engine light, low tire pressure warning, graffiti, numerous dents, no windshield washer fluid and a burnt out headlight. I found this experience to be totally the opposite of what I would want and expect when dealing with a large company. I would not recommend this location!