my friends have used U-Haul for the past 2 years. they make you reserve a truck, but if you cancel, they'll charge you, although a truck is not guaranteed for you on the day that you reserve it for. the place we were to pick it up from was actually closed that day. had to call the 1-800 number to get a new location for pick up and we were on hold for at least 45 minutes everytime we called (it was peak season- july 30). we go to the Tonnelle Ave location to try to get a truck and they claim that they don't have our reservation. this has happened 2 times in the past year. i think the main reason they didn't want to help us was because we were "one way" trips, that we weren't returning the trucks to the same location. the sales rep actually ended up yelling at us through all of his frustration from his day... which is the last thing you'd expect from a business. but that actually led to towards us getting a truck, although it was 8 hours after the initial time. the worst customer service i have ever witnessed.