Austin >Automotive Sales & Services > U-Haul Co
Sun 9am-5pm, Mon-Thu 7am-7pm, Sat 7am-7pm, Fri 7am-8pm
Neighborhoods: St. Edwards, Greater South River City
Awful experience – My CC was charged 3x for a day rental. On 07/09/11, I picked up at 8am and dropped off at 4pm. After dropping the truck off, the uhaul guy wouldn
Excellent Customer Service – The guy that checked out the uhaul to me--I think his name was Jimmy--has excellent customer service skills. Overall, this entire location was great. I've rented trucks from uhaul too many times to count and usually the service is mediocre because there's always like 1 or 2 people working. This was the first time I've experienced more than 2 people working.
NEVER Patronize them – yesterday morning, 03-25-11 I needed to rent a trailer. I googled 'trailer rental Austin" and was refered to the U-haul location at 304 E Ben White Blvd__Austin, TX 78704. I was leery about patronizing this location because of all the bad reviews I saw online but it was the ideal location for me. I called the location and inquired about the trailer. I was told by the person who answered the phone that he was with a customer and would call me back when he finished and could check availability. I gave him my name and number and after an hour wait called again. A person took all my info then informed me that someone would call me back to tell me when and at what location I could pick up the trailer. I informed him that I had already told him when I wanted the trailer and that I wanted a trailer at that location and that was why I called. Him. He told me that this was the standard line he had to say when processing reservations. After 1 1/2 hours and not receiving a phone call I called again and was told that yes they had the trailer reading to me from the reservation (in a tone that implied I was an idiot.) The reservation was for the wrong size trailer (larger and more expensive than I wanted.)
I went to the location and got the correct trailer but the paperwork process took a good 20 minutes.
When I was finished with the trailer I returned it to the location. I stopped at the return equipment stop sign and my wife went to an open bay to get someone to check in the trailer. The person in the bay looked pained when he had to remove his ear buds to reply to my wife. She was told to back the trailer into the trailer storage area. I backed the trailer to within 10-15 feet of the area, and not wanting to risk causing damage as the area was tight, I decided the trailer (5 x 8 open) could be moved by hand into its place. I got out and disconnected the trailer. The employee who was watching me back the trailer refused to help me pick up the tongue and move the trailer back 10 feet.
If I was litigious I would complain that I had hurt my back and sue. When my wife confronted him as to why he didn't help, he was very rude. She asked his name and he told her he didn't have a name.
We went into the building to get our receipt for the trailer return., We were third a line that quickly swelled to a line of eight due to the slow processing and the fact that only 2 clerks were helping customers. During our 30 or so minute wait we found out that the rude, surly employee with no name was Andy. Since the manager was not there. We complained to Jimmy (the only employee we saw with a nametag).
As a result of my experience I will never patronize this or any u-Haul location. The many bad reviews over more that a year indicated that neither the manager, location owner, or U-haul is concerned with their service, brand or reputation.
I have owned several successful businesses over my life and would not tolerate such a situation for an instant. If I was the manager, I would fire Andy, If I was the franchise owner, I would fire the manager, Jesse Sedillo, and if I was U-haul I would revoke the franchise.
HORRIBLE experience – I would give this facility ZERO stars if that were an option. Horrible customer service. Manager there is a complete jerk and will argue with you.
He even confiscated/stole my personally owned dolly arguing it belonged to Uhaul.
The truck we were given had a bad battery that required us to jump it FOUR TIMES during our move. The Tires were bald.
The jerk who stated he was the manager who went over the vehicle upon return disputed the battery issue starting the truck a few times and saying "well, its starting now", over and over.
We were so angry, we almost threw cold water in his face.
I will NEVER use UHaul (at any location) again.
BAD, BAD RIP OFF PEOPLE!!! – I rented 3 truck to move from NM to Austin. These people ripped me off by trying to charge my credit card $138.55. I called and got permission to turn the truck in for one extra day late. After waiting on hold forever, I find out that the owner has his own rules and that he will not keep his word or give me a credit for anything.
CHARGES TO CREDIT CARD NOT AUTHORIZED!!!!
way too pricey – My brother in law helped me move and got the Uhaul. He got a small truck-- the 19.99 per day one-- and reservced it a week in advance.
**It took an HOUR to pick up the truck, which I think is ridiculous when you have a reservation.
** The 19.99 truck with mileage was $110!!!! How is that possible?? Granted we have to pay mileage, but at $.60 a mile, the mileage was only $25.
This was a huge rip off!
HORRIBLE CUSTOMER SERVICE!!! – I rented several trialers form the these people over the past 2 years. I called today to get a record of my most recent rental. I explained this to the man on the phone and he said "can you hold?" After being hung up on once, and put on hold for 18:27 the second call, and put on hold for a couple minutes on a third call-I was finally told that after 30 days U-Haul doesn't keep its records. What a waste.
Liars and Thiefs – These guys told my 18 year old son the insurance coverage was mandatory. It is not mandatory. When I called to get a refund, the store manager stood by the employee's view and called my son a liar. They refused to refund the $25. The regional and corporate offices were totally useless in resolving disputes. Someone needs to start a company that is an alternative to U-Haul.
Charged false late fee. Bad customer service. – The customer service at this location is TERRIBLE. There were four guys standing around outside gabbing while one employee was left inside to manage a long line of customers. It took me 30 minutes to pick up my truck after the store opened and I was 2nd in line! My rental slot was from 8:30am – 4:30pm the same day. I returned the truck in early at 2:50pm with more gas in it than I received it with and no damage (I bought the safe mover insurance anyway) and they charged my credit card a $47 late fee a WEEK and a HALF later! I recommend using a different location.
UHAUL OVERBILLS – We rented a truck overnight last Sunday. After we used it, we retuned it fully gased and clean. Two days later when I checked my account, UHAUL has process (as opposed to authorized) chages in the amount of $84.04 and not the actual charges of $32. I contacted the establishment where they denied they ran the charges for $84, claiming instead the $32. I contacted the establishment with my banker where they 1) tried to denied they had processed the $84 then when that failed 2) claimed they had issued the $50 + refund. It has not and did not show in any pending transactions with Visa, or Frost my Bank.
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