I scheduled a hitch installation to occur here on a Saturday and paid with three weeks advance notice. I showed up for my appointment only to be told by staff that they didn't have my hitch. I never received a courtesy call beforehand (you know, so I could avoid needlessly wasting my time on my weekend), yet staff didn’t seem at all surprised that my hitch wasn’t there. When I requested to be rescheduled for a hitch installation on another weekend, I was told by a worker “we don’t do hitch installations on weekends.” Slightly dumbfounded, I reminded the worker that today was in fact Saturday - a weekend. The worker then miraculously found another available Saturday appointment and booked it, again allowing three more weeks. Ridiculously, when I arrived for my rescheduled appointment, my hitch wasn’t there...again. After standing in line listening to workers being strangely rude to fellow customers for over an hour, staff determined that my hitch was in stock at a Muncie U-Haul location. So finally, after leaving my car and waiting over five hours for staff to drive to Muncie to collect my hitch, my hitch was installed. I never received even the tiniest of apologies, and they didn't bother to even feign urgency while I waited. Everyone was so bizarrely incompetent and rude here that I couldn’t even bring myself to get angry. I just laughed and stood there wide-eyed while scanning for hidden cameras, thinking I surely must be the victim of some elaborate prank. Even as I write this review, I still can't believe all of this actually occurred and how terribly dysfunctional this location actually is. So make no doubt – this place makes the local BMV look like it's run by the dream team. I highly recommend avoiding this location at all costs.

Worst. Customer. Experience. Ever! I would give negative stars, if possible. I physically visited the business to reserve a small trailer over a week and a half in advance. On the morning of p/u, I confirmed by telephone the trailer was there. I then went in and stood in line for over 75 minutes. After finally getting to the front of the line, filling out all the paperwork, submitting credit card information, and then driving to the back lot so they could hook up the trailer -- only then was I told there was no trailer. I then had to go back inside and wait to get paperwork changed. There was no apology, and no effort to make things right. Only after my strong insistence did they look to see if there was another trailer at another location in town; there was, but I had to travel a half hour (each way) to that other location, fill out new paperwork, before driving away with the trailer. At this point, I was now over 2 hours late for leaving on a family trip, with over ten hours of drive time ahead of me. Only after I made a significant complaint did this dealer offer me a $50 credit, which was not even close to the cost of renting the available trailer from the other dealer. During our trip, we also dealt with the fact that because I filled out paperwork at first and second dealer, we had two rental reserves charged to our credit card. Eventually one was credited, but that took many days to accomplish. I will never do business with U-Haul of Castleton, again. Lesson learned.

I made a appointment 2 weeks in advance for 11am. I arrived at 10:40am, and then car finally went back to service bay at 11:45am. Website said install would be 1 hour, 30 minutes for hitch and 30 minutes for wiring. At 12:45 I walk back to service bay to check on car. "Hitch Pro" informed me that me, Dodge, and state of Indiana don't know the proper year of my car. My car is a 2017, but he claims with all his experience it is a 2016 and that is in part why it is taking so long. The other part is they allowed a walk-in right before my appointment. At 1pm Hitch Pro leaves for lunch tells me when the other Hitch Pro gets back from lunch he will finish. During this whole time the staff and manager never say a word to me. At 1:30 manager is finally off his cell phone and tells me my car is almost done. I went off about the poor customer service and he just walked away seeing the Hitch Pro just walked in with my car keys. Still no apology for wait and lack of customer service. At this point I only hope I never have a issue with hitch or wiring because I don't want to ever go back. I don't recommend this place at all for anything. The staff just wonders around randomly and leave customers waiting at desk. Staff and manager were on their cell phone constantly. I seen customers emptying trash out rental vans before leaving with them. Restroom is straight out of a trailer park and no where near ADA. This was a much better facility and ran better about 5 years ago.

Terrible service. I reserved a truck for 10 am on 6/05/21. When I went to pick up the truck the worker tells me the truck is not available in fact it’s not available until later in the day at 1pm. Keep in mind I had to be somewhere to use the Uhual by 10:30 am. Anyways I come back to pick up the truck at 1 pm and I was told my account has a hold on it due to some outstanding change on my account so Uhual is not allowed to rent the truck out to me. They give me customer service number to call. I call the number to only discover I have a no outstanding charge and they tell me they’re not sure why I had a hold on my account. I go back to get the truck. I get the truck but now it’s 1:30 pm. I was supposed to be somewhere with the truck by 1:30. That’s not even the worst part I still had to pay to use the truck. I received a $50 credit to my account but still had to pay to use the truck. For my time and the inconvenience of me having to reschedule and come back three times to get the truck should’ve been more than enough reason to get the truck for free. Frustrated with their service and this isn’t the first time I’ve had this happen. Would NEVER RECOMMEND this place EVER!

Beware of renting from here. Take pictures of vehicle all sides and gas gauge and mileage before and after. I rented a truck from here they charged my card the initial estimated charge of 45 dollars. 20 dollars a day for the truck and .72 cents per mile. I picked it up notices the gas gauge was not where they stayed it was so I took a pic and documented it. Drove the truck a total of 14 miles and returned it after filling the gas above the level it was at when I picked it up. When I dropped it off the employee said just leave it and we’ll get to it so I did and the following day there was an additional charge for 84.00 dollars. So do the math here 20 truck fee plus $10.08 mileage equals $30.08 add tax and let’s just say $40.00 how did they come up with $124.00 I called and they removed the 45.00 charge and credited 24.00 off the 84.00 which is still $20. Over what it should be. Take pictures that’s what got my money back or go elsewhere. I figure they’ll never give me all of my money back but Al least I only lost $20.00

We made an appointment to have a trailer hitch installed on our vehicle. About an hour after dropping it off, they called to say that the holes for the bolts were too corroded and they couldn't install the hitch (supposedly this is typical of our specific vehicle). My dad used to be a mechanic and is handy with cars (he just didn't have time to do the work himself), and after the appointment he checked the holes they were referring to. He spent at most 20 minutes with some WD-40 and a wire brush, and was able to successfully insert bolts into all of the holes. It seems like this location was just too busy or lazy and didn't want to do the work. We scheduled an appointment at the Lawrence location and they were able to install the hitch with no trouble, and did a wonderful job. The Lawrence location was much better to work with and updated the online order with what would work best for our vehicle, and it ended up cheaper than expected. I would not recommend the Castleton location for trailer hitch installs.

Normally I'd tell you that this is the Uhaul place in Indy to go, because all my other moves I've used this store without an issue. Now l let me preface this by saying there were NO ISSUES WITH MY MOVE. However, I tried to contact them by phone 3 weeks prior to my reservation to see if I could change the time and to see if I could pre-pay since the person with the credit card had to be at the destination waiting for new furniture to arrive. THEY NEVER ANSWERED THE PHONE OR RETURNED A CALL!! I LEFT SEVERAL MESSAGES!! I actually had to drive all the way to the store three days before my reservation to find out if I could pre-pay!! I didn't even care anymore at that point about changing the pick up time. And when I get there, the store is empty, and the clerk behind the counter was reading a comic book. Seriously?? That's why you couldn't pick up the phone for 21 days?? Hopefully this will be my last move and I won't need Uhaul ANYMORE!! Recommend but in person ONLY!! sadly.

To say I’m disappointed is a gross understatement. I have rented from Uhaul for many years but my last rental was my last. I was late for my pick up (my fault, I entered wrong time on reservation.) However, the reservation was still held with my credit card. When I was finally helped, the employee said “you know you’re late right?” And I said “I apologize I must’ve entered wrong time.” She responded “yeah well as adults we should respect other people’s time.” I was so baffled, I didn’t even respond. The demeanor and attitude of this employee was absolutely unacceptable. I don’t think I have ever been impressed with customer service here but this took it to another level. After returning the trailer, I went and bought one so I would never have to return. The only reason I gave 2 stars and not 1 is the gentleman who hooked up the trailer, apologized for her behavior without me saying a word, and was very helpful and professsional.

Things started off on the wrong foot when I went in to pick up my truck and there were four people waiting inside with no employee in sight. It was 15 minutes before anyone bothered to come into the office from the point I arrived, so those people were waiting even longer. We picked up the truck using the app and immediately noticed significant damage that was NOT listed in the photos. Thank God we checked and didn't just accept them, because I'm sure Uhaul would try and charge us for it. We did not get the blankets or dolly we asked (and paid for). We were also significantly overcharged. I have three different charges from them totaling over $430 when my final receipt says $170. I was also charged the $60 for the equipment I did not get. Customer service is a joke both at this location and the 800 number. Will be disputing this with my bank.

unorganized, unprofessional I reserved my u-haul from the Castleton location two weeks before my move from Indiana to California. I expected to be organized and efficient, two things that this location was not. I spoke to a few different staff members as I planned my move, one rep helped me change my reservation from a 10 ft tuck to a 15ft to make sure I had enough room and compared prices, I really appreciated this! Thinking everything was set up I arrived to pick up my U-haul only to be told the truck I reserved had been STOLEN! They ended up putting me in a 20ft that was WAY too big, cost me more on gas and was more difficult to maneuver! After speaking to the staff and confirming my reservation in person, on the phone and email I think they should have handled this situation differently!

I could give all the nitty-gritty details of how terrible the service was at this location, and Uhaul in general, for ruining my moving day, but I'm going to try and leave this "big picture". As someone who has worked in customer service her whole life, I have never once been so angry with other individuals who work in customer service. I understand the grind of dealing with people all day, but oh my god, this was unfathomable. I walked away and ended up at Home Depot to rent a truck instead (highly recommend going there for any rental needs). I hate that I am even wasting my time leaving a review, then again, Uhaul wasted my time for TWO months making me believe I had a "confirmed" reservation. Employees were rude to customers and even to one another. It was embarrassing and uncomfortable.

Don’t get a storage unit here. You cannot access your storage unit after hours which is not what is advertised. On there website and on the gate says there is 24 hour access to the storage units. There’s isn’t. The aisles in the storage area are absolutely filthy. Garbage sits in the aisle for weeks without it being cleaned up. Also the gate to the storage units literally dosen’t even work half of the time. It’s been several months now to we’re there gate doesn't work properly and nothing has been done to fix it. The gate will also freeze in the colder months again not allowing access inside to the units. Overall if you need to access your unit frequently I would get a unit somewhere else cause you will never know if your actually gonna be able to access the unit you pay for.

I went into the store to order a hitch because no one ever answered the phone after calling twice & waiting over 45 minutes both times. They printed out my order and scheduled the appointment for a week & a half out. Appt is 3 days before I would need to use the hitch for moving out of state. I was promised that they would have it. We went in today to get it installed and they did not have the hitch. They said they would have a solution by 3pm- no one ever called. We are supposed to be moving- we have no hitch and no other means to move our stuff. I am incredibly frustrated and wonder if they gave our hitch to someone else. I am hoping they can make this right tomorrow, but as of now if I could give them zero or negative stars I would.

Vehicle pick up and phyiscal looks of vehicle was fine. However the drop off protocol is not good. We returned our rental on the same day of pickup and were told a receipt would be emailed same day. When I logged on the website two days later I realized our order was still open! When attempting to call to resolve I was met with irritated customer service and overall lack of responsibility for this error. Ulitimately did receive refund for the full extra day of charges, but the fact that this even happened is ridiculous. Had I not noticed that I hadn't received a receipt who knows how many days I could've been charged for. Do better with the tracking of your equipment.

The check-in process within the store was a little time consuming as there were many renters in line that had not yet made reservations. It was aggravating to have to wait behind them in line when I already had a reservation. I was not completely comfortable with the "online" self check-in as I know that someone from U-Haul has to come out and verify connection with operable brake lights and turn signals. The trailer was brand new. It had improved connection components and it only took 5 minutes to connect it to my trailer and I was on my way. Return was easy as well, I was able to remove it myself and leave it for check-in the next day.

Clean trucks and efficient service. I would gladly have given 5 stars but a long line of customers with reservations and very busy plans that day were waiting outside until the doors were opened @ 9:19 am. I hope that this delayed open is a very rare occurrence since every other aspect of this location was top notch. But, having arranged for people to help load the truck, getting in the door 20 minutes later and then another 20 to get checked out with a key put a big kink in the timeliness of the day and inconvenienced a lot of people.

I've read the negative reviews, and like anything, there will be people who can't be satisfied. I have rented trucks from this location multiple times a year for 5 years, and the staff has always bent over backwards to be helpful. At times I felt guilty accepting so much good customer service. I understand Chuck may not be at this location anymore, but he was one of the best customer service managers I have ever met. So, from the point of view of a long time repeat customer, I have to say they have been great to work with.

This U-haul location is amazing! I went online to reserve my truck in advance & uploaded my information so when I got to the pick up, all I had to do was grab my truck. Elijah was a huge help as I’d never driven a truck like this before. They even had the mirrors adjusted so I could clearly see everything behind me. The truck had a rpm gas mileage meter on the left so I could get the best fuel economy! I definitely recommend them to anyone looking to relocate or move to the Indy area! 10/10

Avoid this location or be careful while renting from this location and make sure you take pictures of odometer and all around the truck while picking up and returning. While returning, I was told to leave the truck and receipt will be emailed later. I found out later that I was charged extra for over 50 miles. I just saw more recent reviews with same complaints. The staff at the location is notorious for such things and won’t refund if you did not take pictures.

The absolute worst customer service. I called and was on hold for 21 mins waiting to ask a simple question. The woman who answered the phone was yelling at me. When my boyfriend went to go pick up our u-haul, the employees said they didn't have the one I reserved. If I could rate this business -5 stars I would. Save yourself the stress and anxiety, DON'T GO TO THIS U-HAUL LOCATION. THEY DON'T CARE ABOUT THEIR CUSTOMERS.

Why is everyone behind the counter so miserable. Went there to pick up a truck with my mother to help her move. The person behind the counter started the interaction with such distain and anger that I had to ask if she was having a bad morning. Of course she ignored that comment. I noticed that other customer interactions were not going any better with other staff. Miserable location with miserable staff.

I just called cause I was super confused about my bill and was told it was on some sort of hold i also was wondering why no one called me if my account was on hold for whatever reason but Elijah was very helpful and took care of everything smoothly his customer service was excellent and I appreciated him very much cause I was highly frustrated thanks Elijah

Literally called 5 minutes prior to arriving to make sure I could have my propane tank refilled...arrived and all the employees acted like they couldn't help...no rain no lightening for over 30 minutes of sitting in the parking lot. Go to DO IT YOURSELF HARDWARE store down the street...they're nicer and will actually provide good service...that's where I ended up

I was charged over $150 for gas which the truck was on a half of tank when I picked it up and they tried to say it was a full tank however I took a picture I will be refunded but I didn’t take a picture of gas and mileage when I dropped off so I ended up being charged for $15 dollars for gas lesson learned I’m thankful I took the picture when picking up vehicle!

I had a pretty terrible self pick up experience here. I reserved and paid ahead, and only the truck I ordered was ready. I had to go back inside and join the long line to get everything I ordered with the truck. They said this would be a “skip the line experience”, but it added an extra 30 minutes to my pick up time.

Reserved a trailer via U-Haul website on Saturday afternoon. Picked it up Sunday morning. I was in and out in less than 15 min including hook-up. Trailer drop-off later that day was super easy and took less than 2 min. I will continue to rent from this location.

Haley was so kind and helpful! I had some damage to the truck during my move and was panicking but Haley made the process worry-free and eased my concerns. The check out and check in processes were also very smooth.

Poor costumer service. Spoke with Timothy on the phone and he was unfortunately condescending and unprofessional. Hope they can improve customer service at this location.

If you have any problems, Timothy is the person to go to. He knows how to resolve issues and point you to the right direction. Thanks for the help, Timothy!

Always friendly and helpful. Also, very accommodating even with last minute reservations.