U-Haul Moving & Storage of Waukee - Waukee, Iowa

Family P.

I rented a UBOX in May and during the reservation process I was asked about the return date. I entered the date in October and my order states that date. Beginning on Monday, I started receiving repeated calls and voice messages from U-Haul employees leaving condescending messages that I should not have had to box for more than a week. The next day I received a message threatening to report the equipment stolen - even though I have been paying the rental fee and the rental agreement stated the box would be at customer location. I emptied the box on the second day and returned to the U-Haul location in Waukee, where it was rented. The employee at the desk was dismissive and short with me. When checking the box in, she said she was about to report it stolen and asked me to reconnect my vehicle and move it from the "equipment return" area to somewhere else. The employee got rude about it saying she has no way to move it, where I responded, "I'm not inclined to by helpful after you threatened me." She walked away and I followed her into the store where she asked, "do you need something?" I told her I needed the receipt showing the equipment has been returned since she was reporting it stolen. When back at the desk, the employee told another employee there that I wouldn't move the equipment around for them and the second employee was unprofessional in her reaction in front of me and other customers. She then called someone else, in front of those customers, and was unprofessional talking about me. Both employees were condescending, though the first relaxed when I showed her the order stating the equipment would be at customer location through October. She said they do not let the trailers out for more than a week, and I told her the person renting the equipment did not tell me that, nor did anyone call me about the equipment in May, June, July, August, or September. When they did first call me, it started with a threat to report I stole the equipment, which I have an order and document showing I rented it to be at customer location through October. Had they just avoided a threat, sent me a message and waited with a little patience (a day since most people work during business hours) for a response; they would have found me as helpful as I expected them to be. In fact, when I called them back at the local phone number, I was sent to central customer service who could not help me or provide any information. Instead, the U-Haul employees chose unprofessional conduct. As a side note, there was an additional customer in the store shopping and the second employee was rude to then, telling them they are closed and need to leave.

Michael E.

I was going to leave this review the day of, but I forgot. I had an appointment a couple of weeks ago on April 12th to have a trailer hitch installed on my SUV. I wasn't really looking forward to it because I've done business off and on with U-Haul over several decades now, and the experiences are typically just okay, at best. Most of the time, the people working at these places are not happy to be there, and it's oftentimes a giant cluster you-know-what. But, this time was a completely different experience. Both the young guy working the counter and the manager that morning, couldn't have been more friendly and helpful. They both kept me constantly informed on the progress and even went the extra mile to get me a good deal on a bike carrier. I was super impressed with how things turned out that morning! I wish I would have written down both their names because they were great with their customer service. This was hands-down the best U-Haul experience I've ever had to this day!

Garrett B.

Jenn and Jamie at the Waukee location on Hickman were amazing to work with. They helped me get my 2 trucks ready and out the door so speedy quick. They even recommended the better paper packing tape. Loved it!

I would rent from them again without hesitation!

Sarah C.

The employees at the Waukee facility are all five star. As helpful as they could be with our rotten experience. Our rental truck with 140K miles on it had mechanical issues an hour into our drive, and U-Haul customer service was not willing to help us swap out the truck unless it died completely or we waited an uncertain amount of time stopped and waiting for a service tech to take a look at it. Given that it was late in the day, over 90 degrees, and the truck itself was an oven, we opted to return the truck. Reserved a new truck for the following week, and just hours before leaving to pick it up U haul calls and cancels it because they don't have any trucks. The closest truck available was hours away. Went to move items into our storage facility, and found that it was a second floor unit with only stair access. Nowhere in the reservation process was it indicated that we had only stair access. So another wasted trip to Uhaul, had to cancel that unit. Overall, a pretty frustrating experience. The facility is clean and nice, and the employees are all nice. They did what they could to facilitate reschedules and refunds. I recommend calling for reservations instead of booking online.

douglas V.

Absolutely the best! Purchased a Kawasaki Mule utility vehicle. Misjudged the dimensions and rented the wrong trailer twice. Again, not the fault of U-Haul. The one issue I do have with the U-Haul corporation is that a 6x12 trailer does not have a 6’ gate/ramp. This was one of the reasons I had to make several attempts.

The folks at the Waukee office are top notch. They discovered that I had a defect wiring harness and fixed it with a new harness for the price of the part. NO labor charge!!!! Will definitely be using these folks again within the next couple months. Thanks to such a great team

Chad B.

This review is for the national U-Haul and the Waukee location where I rented the moving vans, but unfortunately I can’t find a way to review them. I made an online reservation several weeks out to move my daughter to Minneapolis. I received a call two days before telling me that they have no vans available in all of Central IA. My option is to drive to Harlan (3 hour round trip). At this time I can’t secure a van from another company, so I am left with no choice. For my time, gas, and the person who had to drive me 200 miles I am rewarded with a $50 credit. Take it or leave it. This business practice is unethical and I would recommend to not use U-Haul for rent moving vans. Customer service was not helpful or understanding in the situation that they put me and my family in. Thanks for letting rent a van twice the size I needed. Take hours away from our time to prepare for the move and increased fuel costs.

Brian K.

I’ve been using Uhaul trucks for moves and to pick up large thrift hauls for 30 years. The Waukee team was amazing. I had an equipment issue and the team responded quickly and replaced the vehicle without a hassle. I will definitely recommend them.

Jessica

This place is absolutely horrible. I went through a break-up with an ex who was making payments on the space until he unfortunately was in a horrible accident. I work full time and was told I had two months to come and pick-up our things. I communicated with them multiple times making sure I had time because I was busy with my full time job. The storage space opens and closes at the same time of my work hours. Up until the last week of the first month I called to communicate about me still planning to come up there. I went out of town to take care of my sick father and when I got back in town they told me they "sold my unit and the person who told me I had two months had miscommunicated with me, and I only had one month." Instead of apologizing for their miscommunication, the manger blamed me for not coming to get my things right away and hung up the phone. I'm absolutely disgusted.