U-Haul Moving & Storage - Madison

I made an appointment to have a trailer hitch installed only to be told, "Come back tomorrow, we don't anyone here to do it." Why make an appointment then" I asked. The manager just shrugged. The following day I showed up for my 1.30 appointment. Work did not begin till 3.30 pm. I didn't get by truck back till 6.30 pm. I was told the work would take 2 hours at most. But this took 5 hours. When I complained, again the manager just shrugged. I talked with other customers while waiting. They complained about the slow service and unresponsive manager. Should have checked Yelp first. Many bad reviews for this Uhaul location were listed there. Consider working with a different Uhaul franchise and save your self problems.

It went good! I actually cut my head open right before we arrived there and the guy at the desk got me something to help with the bleeding. They were very nice. We rented the storage locker and you had to have a lock, and we also bought a nice lock and key from them as well. We rented the locker for a month. They give you a key card to get in and out of the gates. The one problem we had was- the key card wasn't working and we had to come to the storage unit a few times to drop off car loads of stuff and every time we had to click on this intercom button for them to let us in, and then to let us out we had to call the front desk (because when you are inside there is no intercom button, or any way to contact the people who are inside the main building who run the place) and they had to come let us out. If we forgot our cell phones or something, that would be bad. Overall though, the people were nice and friendly and we got a decent deal on our locker. I actually needed one or two extra days than we signed up for (because you pay by the month, and I only needed on month) and I called and they gave me an extra day or two for free. Good experience. I would recommend them.

It was great! Shanta, who is/was the facility manager made every effort to get me into a good unit, climate controlled. They have a lot of seasonal help, so some of the staff members (maybe 2 at the most) were not as knowledgeable and helpful as the regular staff. It is a massive facility with alarms going off a lot because the people who were moving and storing at the time did not pay attention how to get in and out of the facility. Take advantage of their specials! One can really have a decent move if you just ask them what kind of deal you can get. It was really terribly hot over the summer and customer tempers were flaring. This is a college town, so Mom and Dad get involved a lot and complicate matters, in my experience. I stuck up for the staff and I know they were grateful. Please be patient, especially during peak moving times, i.e. when students are coming and going between semesters. And stick up for yourself. I am an adult who was moving myself. I was not going to let the customers bully me. The younger customers were nice, but if they had their parents with them I could see most of them were totally embarrassed if their parents acted up. Do get help. It is expensive, but better than hurting yourself. Most of the movers in Madison, WI are good, but be prepared to pay.

I have always appreciated Uhaul's service, but this location was very clean and the attendants were very friendly. The location is convenient, and there were no issues with having extra fees heaped on.

We were renting a truck from U-Haul to move from Chicago to Madison, and then we rented a storage unit from U-Haul in Madison for two months. So, after giving them all the details of our apartment's furnishings, they recommended a truck size to us. When our movers got there, they said there was no way our stuff was going to fit in that truck. U-Haul said it was our problem and threatened to not return our $300 for the truck rental (in the end they only kept about $60 for the original truck). They also did not have a bigger truck at the location nearest us so we had to travel 45 minutes one way to get a bigger truck. We had people lined up to help us in Madison at 7:00 p.m.; we did not end up getting to Madison until 2:00 a.m. At the Madison U-Haul the next day, we were given two storage units (all the larger ones were rented) and soon realized they were on the second floor. We had specifically reserved a unit on the first floor as we have one piece of furniture in particular that is extremely heavy. The manager promised us over the phone we would have a first floor unit, and then denied ever making that promise. We ended up going back to the customer service desk to get a first floor unit. (And, by the way, every time we went back to customer service for something, and there were several trips for various reasons, there was a line of at least five customers and the wait time was quite long.) They finally gave us a free-standing unit in the parking lot which was the size we had originally requested (in other words, not two smaller units inside the building that were hallways apart), but when we got over there with our truck we realized there was a lock on it!! After about 15 minutes, one of the customer service people came walking out with a drill and a screwdriver to drill out the lock and pry it off. He worked on this for more than 45 minutes but could not get it off. While he was working, he made the comment to us, "Didn't I tell you when I was renting this unit to you that the manager said there were no issues with it, that it was ready to go?" And indeed he had said that! We made another trip back to the service counter to insist that they find some other way of getting the lock off the unit and to inform them that we had already been there for two hours dealing with all of this. The manager made a phone call and found someone at the downtown store who could come right over and take care of it. We went back out to the storage unit to wait and after about 15 minutes the manager came out to talk with us. She again completely denied telling us we had a first floor unit reserved, and she denied telling her employee that there were no issues with the storage unit. She stated that she told him there was a lock on it. She told us she was doing everything she could for us and in effect blamed us for what was happening when we voiced our complaints. She would not give us the name of her supervisor, stating that all the complaints go through her and she forwards them to her manager, and all this while she was smoking a cigarette!! As I write this, I am still stunned by this situation!! We waited for 45 minutes for someone to "come right over" to get the lock off. We finally got it off ourselves by continuing to pry it with a screwdriver. At that point, we had spent almost three hours on this fiasco, twice as long as it took us to actually move our things from the truck into the storage unit! It is safe to say that we will NEVER use U-Haul again. We feel we were lied to not once, but twice, we were given the runaround, we wasted a lot of time on two different days dealing with these people, and our move was much more stressful because of this. Their customer service is TERRIBLE, NONEXISTENT actually! And, since telling this story to several people, I am hearing all kinds of horror stories about U-Haul, including one from my own mother. She too was moving from out of state back to Madison and had reserved a truck two months ahead of her Labor Day weekend moving day. She had people from out of town there to help her move. She got to U-Haul and was told they did not have a truck for her and, because they don't reserve trucks, no one would have told her she had a reserved truck! I think they tell you what you want to hear when they're trying to sell you something, and then everything changes once they've got you and your credit card number! And they just don't care!