U-Haul Neighborhood Dealer, Lake St Louis MO

Always takes care of us. We needed a truck, a van, and a p.u. All in the past 3 months.

Terrible customer service. Attempting to make a reservation for October and inquire about pricing when I am rudely told by Peggy that she doesn’t have time to make a reservation for someone.

The new LAKE ST. LOUIS UHaul location is HORRIBLE and under very poor management. Rather than problem solve, the manager will simply CANCEL your reservation, without batting an eyelash:

I made an online reservation over 2 weeks in advance for a moving truck and some supplies due to the sale of my home. I arrived at the location a week ago to pick up my moving boxes only to find that the supply portion of my order had been cancelled without my knowledge (no phone call, no email). Apparently, I didn't pick up the supplies at the time I had indicated on my online order. I was 2 days late. Rather than call and ask me if I was still coming (since my move date & truck rental hadn't occurred yet) they just cancelled the order. They then wanted me to re-pay for the items to be able to take them with me that day, even though I hadn't been issued a refund yet. I told the manager that I wouldn't pay for the items again until I was reimbursed for the cancelled order (it was in process and did hit my bank account the following day) She was like "ok, bye.next. " and could care less. So, I left empty handed and ordered boxes off of Amazon for less price, that arrived on my front porch the next next day, which made me feel better, LOL.

THEN.a week later, ON MOVING DAY, they call at 7: 00a to tell me that they need me to return the truck early (the pre-paid truck reservation is for 24 hrs.). I AGREED but ask for a discount since I will now have to complete my move in 1/2 the time I had planned. The CS rep refused and proceeded to tell me that they didn't know about my online reservation (the Uhaul.com online reservation system does not sync with the respective store location reservation system resulting in double bookings). When I continued to kindly debate the issued, she put me on hold and then put the manager on the line. THIS is where the real issue began. Same lady from the cancelled supply order the week prior. She was rudely blunt and continuously refused to let me speak. She told me that she would not issue any kind of discount and that I could not keep my truck reservation if I did not agree to return the truck early and that if I didn't like it, she would cancel my reservation. Every time I tried to speak, she interrupted me and would not let me say anything. THEN SHE HUNG UP ON ME! Her answer to any issue is to just CANCEL you, as she has ZERO problem solving skills.

I then called the very nice folk at the UHaul on Hwy K in OFallon, MO. They listened to the problem and transferred my truck order to their shop so that I wouldn't have to deal with the manager at LSL who does not value any sales that are made at her location because they are over-run with orders and don't need yours. ANNNND, don't use Uhaul.com's online system.call your local Uhaul office directly to try to ensure your reservation is solid.

P. S. I never post reviews unless they are excellent but I couldn't let this one go.

I tried to rent a Uhaul here because they had after hours pick up. I am extremely high risk and have been quarantined since March of this year, so when I spoke with this store about a “no contact pick up”, we had an understanding.

I show up to pick up my Uhaul at 10: 30 PM, and the security guard keeps pacing by the lock box where we are supposed to get the Uhaul key. I try to explain to him (without rolling my window down) that we are waiting for him to move away from the box so that we can get the keys. He kept approaching our car and asking us to roll the window down, and he had on no mask. Because of this, we can’t move, and I’m out a lot of money from my lease.

I’m not sure if you realize this or not Uhaul, but we are in the middle of a national pandemic with thousands of people dying. Some of us want to protect ourselves.