I reserved a unit in early September for the end of September. When my reservation date was nearing I needed to complete my rental contract and wanted to do that online. One of the reasons why I selected U-Haul was because they said that you could complete the rental of the unit online, which was important to me as I was out of the country and could not do it in person. I tried completing it via the website on my desktop, on my mobile, I downloaded the app, I checked every page, clicked on every link. I could not find where I could complete my rental. I wrote several emails to the customer service, who were not helpful. One sent me a link to an internal, employee page on uhaul.net when I asked for instructions on completing the rental online.
Eventually when I got a hold of someone on the phone at the storage unit facility (the first time I got transferred to the generic 1-800 number, and that person couldn't help me) they told me that the unit I had reserved was not available and that was probably why I could not complete my rental online. I then had to take a larger unit than I needed and pay more money than I budgeted because by that time I had no choice.
So what is the point of reserving a unit if it does not mean the unit is actually RESERVED? I would rather pay a downpayment to hold a unit in advance than to be told on the day I am ready for it that it's not available. What is the point of a reservation?? And on top of that, no indication whatsoever on my reservation that the unit was not available, so that I could at least look somewhere else or at another location if possible.
Extremely frustrating service.