U-Haul Complaint - Poor experience - Self-Storage
MADISON, WISCONSIN -- We had an extremely poor experience with UHaul Storage. We began renting storage space in June 2009. Paid monthly rent promptly, each month. Beginning in August we began receiving late notices via email and regular mail. Called to inquire, as UHaul had cashed our checks. They said they didn't have record of payment. I sent in copies of cancelled checks. They then said matter was taken care of. We began receiving phone calls requesting payment, more letters, emails, and my sister began receiving letters. We paid Sept rent in-person, received receipt, were told we were ok and did not owe any more money. Then began receiving late notices and pre-lien notices for Sept rent as well. More phone calls, letters, emails to us and to my sister. Embarrassing, annoying. I called UHaul several times, was put on hold for 20-plus minutes, no one ever came back on the line. Would receive calls from employee, I disputed charges, saying we had paid rent, he suggested we talk to manager, was put on hold for again 20-plus minutes, no one answered line. Called other times was told someone would call me back, no one did.
We finally went in yesterday to remove our belongings and take them elsewhere, and discovered we were LOCKED OUT (the dreaded "red lock). Spoke to manager who said he couldn't do anything on his end, it was some computer glitch (This has now happened 2xs, we have receipts and copies of all canceled checks!). I came prepared with copies of everything (which I had previously sent to them). Manager let us in, we took stuff out.
This is a very disappointing and frustrating experience. We have used UHaul in the past for moving (truck rentals) and have never had a problem. I would not recommend UHaul Storage to any of my friends or family, as UHaul seems to be very disorganized when receiving payments. UHaul did not credit payments to our account but cashed the checks anyway. Completely unacceptable.