U-Box
How much time do customers have to load/unload with Truck Delivery?
Customers can store the U-Box on their property and take as long as they would like to load/unload.
Who can provide the customer their delivery timeframe and when?
The local scheduling office, and they should be reaching out the day before to discuss the delivery timeframe.
What is a Spongy Moth Form?
Customers shipping a U-Box container into California are required to fill out a Spongy Moth Checklist, which is required by the State of California. If we do not have this form, we are unable to ship your container because it will be stopped at the border checkpoint by the California Department of Agriculture.
For as long as the customer would like; they would be responsible for the monthly rent, applicable taxes and any coverage if chosen.
Can we provide the customer their payment code if they are texting from the phone number on the contract?
Yes!
What is the Seasonal Promotional Special?
This is only for customers who are loading and storing on site. No deliveries and no shipping. 50% off the monthly storage rental.
If the customer wants to change their U-Haul truck delivery address and it has a different zip code. What should you do?
Reach out to Traffic to make sure that the customer is still able to have it delivered to this zip code.
When is the customer's card charged for the shipping?
5 days prior to the shipment arriving in the destination.
What information do we need to take a payment from a card on file?
The customer will need to provide us with the last 4 of the card on file that they would like to use.
Can we change the date on a U-Box contract with moving help prior to the customer speaking to the movers?
Yes, we do advise that the customer reach out to them after we have made the change to ensure they coordinate with their movinghelp movers.
What time do locations typically start to put the U-Boxes back into storage each day?
5pm local time
To place the U-Box on the ground during Truck Delivery, the CSR uses a special forklift called this...
A "Donkey" forklift.
What is the maximum amount of weight each U-Box can hold?
2,000 pounds
Yes! (They would need to click on the storage contract itself and then on the right they will see the option)
How many payment codes are there for a U-Box Delivery Only order?
Two. The customer gives 1 payment code for drop off and gives the 2nd payment code for pickup.
What would you want to verify other than the date & time with the customer when setting up access for their U-Box?
The location's address of where the U-Box is being stored.
Note: They may have transferred the U-Box to a different storage facility.
What would you do if the customer needs delivery on a certain date and the U-Haul truck delivery is not available?
Offer the customer alternative delivery options available that will get their U-Box(es) to them on the date they need it!
How do you add SafeHaul coverage to a U-Box contract originating in Canada for a customer?
We are not able to add this. The customer must add this online.
Can a customer do remote storage move in? Will they be able to apply their free month offer if so?
Yes, if their reservation is set up for remote move in.
No, but they can speak to the location during business hours to have the offer applied.
We provide them with the links on “How to rebook movers” if they want they can cancel to utilize the same funds or have it refunded.
How many days does the customer have before they are no longer eligible to have their unused U-Box refunded?
The U-Boxes must be returned within 7 days to be eligible for a refund for un-used U-Boxes.
What should the customer do if they are not going to be present for the delivery of the U-Boxes?
1. Let the customer know to go online or to the app to download the placement photos and any notes for the driver.
2. Advise the customer that should be receiving a call the day before and provide their number in case they miss the call, this to confirm & discuss the timeframe of delivery.
If a customer has 4 U-Boxes and their shipment arrives 1 day late. How much money will the customer receive back from U-Haul?
$50
The customer wants to add an access user, what are the 2 different ways they can do this?
1. When you move-in, let the staff member know who is able to enter your storage room. They will add them to your contract.
2. Otherwise, you can add or remove individuals through your U-Haul account.
Can Moving Help Service Providers assemble/disassemble furniture?
Yes, many of our Moving Help® Service Providers are able to disassemble or assemble your furniture while moving. When your Moving Help® provider reaches out to you, be sure to ask whether they are comfortable assisting with this specific task.