U-Haul Moving & Storage of Double Diamond

If you’re in need of a moving truck, storage unit or rental service and considering using the Double Diamond U-​Haul on S. Virgina street in Reno, I’d strongly advise you take a step back and reconsider your options.
I had rented a moving truck from this location when moving to a new home. Shortly after loading the truck, a family emergency had come up and I had to fly back to New York, leaving me no time to unload it. So, I left the truck locked & parked at a local Walmart, still within time frame I paid to rent it out. My trip ended up taking 2 days longer then my contract allowed, so needless to say they repossessed the truck with all of my belongings still inside. I never once received a phone call inquiring about the status of the truck let alone to inform me that they had intended on picking it up.
So I return to Nevada and go to Walmart expecting the truck to be there and to my surprise it was gone. Now, I understand that it was my obligation to return the truck on the date agreed upon and since that didn’t happen, they repossessed it and unloaded all my stuff into one of their storage units.
I paid off my balance on the storage unit and still owed some money towards the bill on the truck, and had worked out a payment schedule with uhaul to get the remaining debt paid off. I needed some clothing and a few other living items from storage so I went in to office and asked if it would be alright if I grabbed a few things and the guy working got the okay from his manager and opened the unit for me…
I was stunned to see how the employees had handled my belongings. All my furniture was literally just thrown in there along with everything else. My two month old bed frame was broken, my brand new couch was broken, my iPhone and accessories were stolen, my paint markers and magic cards were all gone as well. Everything was ransacked and picked through then tossed carelessly before closing the door.
A few days later I returned to the storage unit to grab the title to my car since the registration was up, thinking it would be no problem. WRONG. The manager on duty was a total dick with very little concern for anyone but himself. I explained to him the situation and that I had been allowed to retrieve some items a few days prior and before I could finish speaking, he cut me off and demanded I provide the name of the employee who allowed me into my storage unit so he could fire them. I continued to basically beg this man to please walk me back to the storage unit as I really needed the title to my car. He laughed at me and said since I had broken my contract with u-​haul I was not allowed to touch any of my belongings until every cent was paid back to them.
So, to sum things up… The employees at the Double Diamond U-​haul not only stole a large amount of valuables from me, they carelessly threw everything I owned into a storage unit, breaking damn near all my brand new furniture in the process, and to top it all off laughed in my face and denied me access to what was left of my stuff until I paid off the remaining balance I owed to uhaul.

Reserved a 9ft van two days prior only to be told that they were all «down». Needed a van and not a truck so that I could put the van in a garage and unload it without the rain soaking our possessions.
So… They upgrade me to a 15ft truck at no additional cost. Great. Well the 15ft truck had ZERO gas in it (they gave me a gas credit) but we barley made it to the gas station. Frustrating.
After loading our stuff in the truck and taking it to our new home, we found most of our belongings quite wet due to the numerous holes in the ceiling. Awesome.
Won’t use them or Uhaul again.

Laconically, U-​Haul has decent service offerings, but this location has terrible service. If you value good service, then choose another location.
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Customer Service: Poor
Explanation of Bill: Exceedingly Poor
Politeness of staff: Poor
Maturity of Staff: Very Poor
Condition of Vehicle: Very Good
Cleanliness of vehicle upon pick-​up: Windshield and dash were dirty
Gas Mileage of Vehicle: Good

Great customer service, could have one more person on staff for busy days to help with picking trucks so the front desk doesn’t have to leave the office to do that.

We were misinformed about where. We were to drop off our trailer after our move from Denver to Tahoe. The closest location, and where we were told to drop it off was not very close at all, but we went there anyway. Upon arrival to the Incline Village location a very rude old man refused our trailer for drop off. I then called the 800 number and was informed that we now had to drive the trailer to the next closest drop off location, which was almost an hour away. We were less than pleased about already having driven 30 minutes to this place and then being asked to drive another hour out of our way because we were told the wrong location when we picked it up. So we drove to the Uhaul Moving and Storage of South Meadows location where they made everything right. Alexis at the front counter was cordial and apologetic regarding our experience. She offered to reimburse us for the gas that we spent going out of our way which perked us right up. That definitely made up for our sour experience with being misinformed at pickup and then dealing with the crabby old guy in Incline Village. I also will comment on the state of the office being very clean and organized. All the staff was courteous and quick and efficient. I’d recommend them to anyone in need of a uhaul and wants some actual customer service when dealing with pickups and drop offs. Thanks Alexis and Joe and Gunner for making our experience better. — Sam and Jess

I had a reservation for a trailer for my son to haul some furniture to the Bay Area for me, and the trailer was ready when we arrived. The nice guy who hooked up the trailer realized that the brake lights weren’t working — so we tried another trailer. Same issue, which meant that the problem was with our wiring harness. He and my son did some troubleshooting, and determined that this was indeed the issue.
They had a wiring harness kit in stock and had our truck fixed in just over an hour. Very courteous, nice guys all around, and the price for the repair was cheaper than if we had tried to do it ourselves.
I can’t remember all the employees we dealt with today, but there was Dakota, Nick, Joe (maybe!) and the manager who’s name started with an A… I wish I had written all their names down to thank them personally.
Thanks for a good transaction!

I had a reservation to get a hitch put on at 7 am this morning, I was about 10 minutes late. I am ridiculously sleep deprived also at this point
The guy at the front (black framed glasses and missing teeth – not trying to be rude just for reference) tells me my hitch isn’t even here and if they didn’t call me for a reservation then I wasn’t suppose to come in– except I did have a reservation and I’m supposed to be here. He calls the parts place to get a time frame after 10 minutes he hands me a print out and asks me to sign. So I ask if my hitch is actually here, he says it is!!! Ooookay…
He then asks if I am going to wait for the installation, I said I would, they initially to me on the phone it would take about 1 hour, I gave myself 2 hours, I was willing to wait around for 2 hours!!! I leave the store to go to Walgreens and then to 7 – 11 to get a drink and a snack and still no one has even moved my vehicle. An hour and a half after my reservation time after no one has touched my car still I asked the same guy how long it was going to take and this is when he proceeds to tell it would take 2 – 3 hours as he is the only one able to install it and he has to run the counter. WHAT. THE. FUCK. Why did you not tell me that when you asked if I was going to wait for the installation.
Ri-​fucking-​diculous.
*****so after waiting for my car, the dude that did the install (his name is David) did what he can to make it up to me, I needed wiring too… why didn’t we know this before I have no idea, he is doing that next week and waiving the labor. That saves me a pretty penny**** he gets dibs for effort

These people just don’t get it. When I arrived to pick up a trailer the lights were not working. They then didn’t bother to try to fix it, wanted to give me a smaller trailer, and were both incompetent and unprofessional. I even called the regional office in Sacramento and got the same level of service, none. This is not the first time I have tried to pick up equipment and it wasn’t operational. These employees and their management have no idea what customer service is. They have wasted my time and money. Not even worth one star!

Excellent service!

I usually recommend U-​Haul for just about any situation. They are normally extremely helpful and always have pretty friendly employees and great customer service.
Unfortunately, this is not the case for this location. I was passing through Reno during a move from California to Montana and decided to stay for a few days. I wanted a safe place to park the U Haul trailer I was renting so I thought, what a better place than the local U-​Haul parking lot. The employees were very friendly and helpful, but the organization of the entire operation was AWFUL! No one knew what was going on or who I needed to work with to «rent» a spot to park for 3 nights. I ended up paying a monthly rental fee of $ 34.95 to park for 3 nights. At the time, this was not a big deal as I realized they were following policy and didn’t offer daily parking rates, only monthly. If the situation ended there, I would not have written this review. However, no such luck.
I received a call today from Becky informing me that I had failed to pay my «monthly» parking fee and I had an outstanding balance on my account of almost $ 50! Not only were they trying to charge me for a spot I was not using, they had incurred late fees on my account. Goes to show how much they pay attention to their customers! I explained my situation to Becky, as it seemed like a fairly simple solution. WRONG! Not only did she continue to tell me I was wrong (whatever happened to the customer is always right) she threatened to turn me over to the collection agency. How ridiculous. When I asked her who I could work with to resolve this, she told me to call the general 800 number for U-​Haul. Wow, I am glad the U-​Haul location has power and authority to right by customers — I can’t wait to explain this situation to corporate and express my extreme dissatisfaction and disappointment.
This review is not about the money, it is about the principle. Customer service is very important and if you are looking for a place that focuses on the customer and is willing to be a true partner — DO NOT USE THIS LOCATION!!!

Over-​priced. Horrendous customer «service.»

Everyone was really helpful and I would always recommend using UHAUL for your moving needs. This is a larger location, and they always seem to have plenty of equipment.