U-Haul Moving & Storage at Downtown Campus

602 W Washington Ave, Madison, WI 53703, USA

Address:	602 W Washington Ave, Madison, WI 53703, USA
Phone:	+1 608-256-3743
Site:	uhaul.com
Rating:	3.1
Working:	7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–8PM 7AM–7PM 9AM–5PM

Location

Photos 6

Reviews 5

Mariana Delcourt

Terrible experience and apathetic customer service. I have never written a review because I work in customer service and understand it can be tough, but my experience with this U-Haul location was unacceptable. I made a reservation for a 14 ft truck about 1 month before our move from Madison to the Chicago Suburbs. The day before our move I received an email AND text message around 8:20am confirming my order and guaranteeing my truck for 9AM pickup. Awesome! Then I got a second email 2 hours later moving the time back to 11AM. Not a big deal, but I called to ask why this was and the representative denied the initial 9AM notifications and said there was nothing they could do until 11. I was a little concerned by the conversation so I stopped in to try to clarify why I received two separate guarantee confirmations. The first was a mistake, and nobody apologized but told me to call to check on the truck in the morning if I wanted to. I asked if they could notify me if it was available before 11 and they agreed. I received no call. I went in at 11AM the next day, there was not a single truck or van in the lot. They told me the van would not be available until PROBABLY 5PM. I asked why I received the initial confirmations and guarantees and he told me they were not guarantees (even though that is specifically what it says in the confirmation) and there was nothing he could do. Eventually he told us the only thing available was a van at the East side location and he could give us $50 off the already cheaper price. We had to get going so we took it. The East side location was VERY accommodating and did what they could to make up for our experience with the Downtown location. The downtown rep. had told us he was emailing our information and discount over to the east side location but this never happened, and when we tried to contact the downtown location over the phone we could not get through. Luckily the East side representative worked it out to get us the van and a discount for out troubles. Despite this, we still could not fit everything in the van and our cards because we had anticipated a 14 foot truck. We had to make a second trip from Chicago to Madison to bring the rest of our things back to Chicago. It felt like there was no reason to make a reservation because our reservation was obviously put on lowest priority.

Andrea O

They drive their customers away. I had requested a dolly and the employee said there was one in the back of the truck I was renting. Got it down to the Town of Drammen and lo and behold, no dolly. I sent one email, and made 2 phone calls to the local number which were routed to corporate headquarters. and asked them to have someone call me back AT A SPECIFIC LANDLINE NUMBER THAT i GAVE THEM. Instead, for some reason the little tattooed punk in the office called my cell phone. When I demanded answers, they ordered me off of the property (refused to call the supervisor as I had asked and refused to call corporate as I had asked), and ended up calling the cops on me (no I was not charged, but it sticks in my craw that these little antisocial pukes have that kind of power). I have spend hundreds of dollars this year alone at U-Haul (not to mention hundreds on prior moves) and will never, ever, ever spend a cent there again. Retaining lazy slobs who dont do their jobs is not a way to retain customers. By the way, the long-haired tattooed punk who refused to call his boss did give me his bosss phone number. And then, when waiting on the phone for customer service the day after this series of fiascos perpetrated by U-Haul, they managed to cut me off.

Michael Winger

The staff at this location are real troopers. I stopped in at 7AM to drop off my car for a hitch installation. When I came back to pick it up at 6PM, all of them were still working there. They seem to be seriously understaffed, but they have shining customer service despite this. I was really nice and patient with them, but its disheartening to see that this kind of thing can happen. It took about 45 minutes to drop it off and another 35 minutes to pick it up, which is way too long. Its not their fault, they just dont have enough people. I hope those at their respective headquarters recognize the need and address it appropriately. Also, something else that was really nice--The general manager called me to talk about the hitch I ordered and said it -should- be in by a certain date. It didnt come in, so they upgraded it to a hitch that was $15 more and adjusted the difference to the previous $135 quote I was given. I noticed this, but they acted like it was expected of them to do this for the customer and I was totally impressed. Its customer service like this that should be acknowledged. I will definitely be coming back when I need a wiring installation for brake lights.

Torrin Thatcher

Ive never taken the time to review anything on Google but you should avoid this place with all the sincerity I can make clear with typing these words. Truck was not there when expected, and I mentioned the $50 refund because my plans were then completely changed. I inquired about a possible truck in Janesville because thats where I was heading, and he said one was available. He asked if I am okay with that, and I, sure enough, said that I needed to move today and was told theyd take the $50 from my bill in Janesville. I get to Janesville. They were more than AMAZING people (helped me a ton), but they said the Downtown Campus store owes me the $50. I just called the Downtown Campus store. He said I agreed to go to Janesville so they dont owe me anything because my order was transferred. I asked "So, I should have canceled the order with you to get my $50, then called Janesville myself? Why didnt you tell me that?" His response: "You agreed to go to Janesville…" I ended the phone call shortly after that as his personality is not nearly that of my own. Again, avoid. Simple as that.

D Sharp

Terrible experience. I wanted a hitch installed. First, I made an appointment and when I showed up they said they didnt have the hitch in yet, but didnt bother to call me before I took off work to drive over. Then, after installation, I could not find the wiring harness (after I was at the location to pick up the trailer an hour and a half out of town). I called and the employee told me they likely forgot to install it. I drove back and made another appointment, at which they showed me that they had installed it, but had tucked it up inside one of my speakers, where I was apparently supposed to find it. I returned to the trailer (another hour an a half each way) only to find that the wiring (and lights) did not actually work. The customer service was terrible. The manager was rude, and blamed me. I received no response from the corporate office, and can never get a human to answer the phone when I call. They also will not call me back, so Im stuck with an expensive hitch that I cant use.