U-Haul Moving & Storage of Warner Park 2701 Packers Avenue, Madison, WI 53704

"Absolutely happy, location is clean, organized. The person who attended me was very polite. Congratulations for the work done. This is an example that companies can make money and provide a good service to customers."

"I am at a loss about this U-Haul location on Packers Avenue in Madison, WI. I made my original reservation for a cargo van on 6/16/23 (for later the same date) by using the U-Haul website. I received confirmation that my reservation was processed and approved. When I arrived at the confirmed time on 6/16/23, the U-Haul staff couldn't find my reservation in the computer system. The young woman informed me that there were no cargo vans available at any time on 6/16/23. I then asked her to schedule a reservation for a cargo van for 6/17/23. She agreed and submitted my request. When I arrived on 6/17/23 to pick up the cargo van, confusion ensued. Although they had my reservation confirmed, the young man had difficulty processing my rental in the computer. For starters, he told me the rental fee was significantly higher than the price the young woman quoted me the day before. After taking a photo of my driver's license and processing my credit card payment, the young man said something went wrong and he would have to void the entire transaction. Without providing me any proof that the transaction was voided, I was prompted to insert my credit card for another payment. I requested written confirmation that the transaction was voided first, when he did. He then asked for my driver's license (again) and said he would have to enter the entire transaction manually. When I provided my mailing address, he typed it incorrectly, so I had to correct him. The screen then showed the amount I would be paying (this second time), and it was $10 less than the first transaction. I asked the young man why the first charge was $10 more. He said it was because he entered the original transaction as a rental for a PICKUP TRUCK - not a cargo van - even though he knew I was renting a cargo van and he made reference to the cargo van several times. When I entered my credit card the second time (the same one), the machine wouldn't process it. There was nothing wrong with my card; the young man said he had to process the transaction manually because the cargo van was brand new. At that point, my patience ran out and I cancelled my reservation. U-Haul demonstrated to me they have incompetent, dishonest staff. The young man never told me he was charging me an incorrect (and more expensive) amount the first time I paid, when he charged me for a vehicle I did NOT reserve. It was only after I questioned the difference in rental fees with the second transaction that he admitted what he had done. I am also very disappointed in the U-Haul website. I received a message on the website that my original (6/16/23) reservation was processed and approved, and that turned out to be false. This experience caused me a lot of stress and inconvenience. Even though I have rented vehicles from them many times in the past, I will never do so again."

"I've driven box trucks, fire trucks, etc. This was my first time towing a trailer. I felt pretty embarrassed because I forgot 75% of what I needed. This location took care of me and helped me through the process. I can't thank them enough."

"Scheduled a simple aftermarket hitch installation. It did not go well at all. I can not suggest anything other than simple drop offs and pick up of rentals at this location. As for my experience: A tech came out to explain modifications are needed, which I understood from some prior research. I made sure to explain that the only changes needed were a small 2”x2” cut into the plastic fascia on the back. As you can see from the pictures, one failed cut almost a foot away from where the hitch sticks out was made and then I assume melted back together. They cut into the splash guard for no reason. I say this, because they already were able to remove it since they took off the plastic bolts that pin it to the fascia and never put them back. The hitch itself looked secured correctly, but if I can plainly see such a sloppy job on the surface, I’m going to constantly question whether or not it was actually done right at all. I decided to redo the whole thing, and it turns out that it was not perfectly centered anyways. I had to buy a replacement splash guard for $50, plastic bolts for $20, the fascia is $90 and all the time and labor to basically do it all myself a second time. Make sure your laziness is worth the risk. This loss is a $240 ($80 labor for uhaul, $160 for replacement parts) lesson for myself."

"I had a pretty good experience dropping off a cargo trailer at this location. It was close to a 15 minute wait before a staff member was able to begin the paperwork for the drop off process but once we were underway, everything went smoothly. A quick overlook of the equipment followed by employee unhooking and we were all wrapped up. Easy access from the road space in the lot."