U-Haul Moving & Storage of New River
Marine, Jacksonville, NC

U-Haul Moving & Storage of New River Reviews

3.2 stars based on 53 reviews

Featured Comments:

• J

  Jasmine Williams

  1.0

  Quick and to the point: Customer service is lacking. The general manager ‘Melissa’ was rude and not helpful in problem solving, I was charged for equipment I was not able to use and denied a refund. Wait time was really long for rental equipment due to customer service. I spent over 40 minutes, in the building to rent a tow dolly, for less than 5hrs, (4-8pm) which I was unable to use because my vehicle was too low to go onto the equipment. Although I was unable to use the equipment and my vehicle was damaged, I was charged for 2 days, ($99) + a hold fee of ($49.98) so, just about $150 for unused equipment. I left UHAUL with the tow dolly at 4pm, and returned it by 8pm, once I realized it wouldn’t work and after my vehicle was damaged. After all of this, and a weekend of trying to contact absent management, I was able to finally reach a manager days later, just to be denied a refund and said by general manager Melissa, that “maybe if I returned it in one hour then I could’ve got a refund… my question is what is the difference? If I buy shoes that are too small, and return them 1 hour later versus 5 hours later… the fact remains.. they were unused!!!!!! Other equipment was available, and I returned it immediately after I was realized it would not work, and before the scheduled return time. It took more than one hour because I was waiting on car keys to unlock the vehicle needing towing.. all of this was completely dismissed, and I feel very regretful about renting from this place. It’s unfortunate that this was my experience, and that this is the level of service being provided. My card was charged $150 and the general manager refused to refund me the money I spent on unused equipment. She claimed, I was supposed to check in on a mobile app, which again, was not mentioned to me during the rental process. I, personally, 0/10 recommend this place. I am also making a claim and choosing to push this issue forward to the maximum degree to make myself very clear on this issue that general manager, Melissa, refused to acknowledge. Have the day you deserve, Jasmine

• S

  Shannon Curtiss

  5.0

  Viviana has great customer service. I needed help with a U-Haul customer and everyone I contacted passed the buck, but not her. That's leadership!

• B

  B Lambert

  1.0

  This is literally the worst store I’ve ever been to. You’d think that a moving company would be more organized. Not only have I been in the store to witness the general manager needing to do absolutely everything for their employees because they weren’t aware of how to do things. However, I’ve now also been trying to get in contact with them for 3 days. They will not answer the phone and there is no answering machine. During one of these phone calls instead of answering, they put me on a silent hold for 30 minutes. I’m now on the phone with uhaul’s call center even though I know they will be unable to do what I need the actual store for.

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