Formal Complaint & Refund Request – Unsanitary Vehicle and Unprofessional Service (2/28/26) To Whom It May Concern, (Jennifer) Manager at 36 Storage I am writing to formally file a complaint regarding my recent rental experience on Saturday, February 28, 2026. This rental was extremely disappointing, unprofessional, and unacceptable. The van I received was in very poor condition. It had a strong odor of animal dander and cigarette smoke, and there were numerous visible stains on the seats. The entire vehicle was excessively dirty. The floorboards and interior cargo area were covered in Georgia red clay, and the tires and wheel flaps were caked with mud and dirt. The vehicle emitted a heavy dirt and smoke smell that triggered an asthma attack and sinus infection, for which I have since had to seek medical attention. This rental was intended to transport two large white sofas for my client. Arriving at my client’s property in such a filthy vehicle was extremely embarrassing and unprofessional. Additionally, mud from the van trailed onto the client’s property, which was both damaging and unacceptable. Due to time constraints, I had no alternative transportation and was forced to proceed with the delivery. When I called to request a replacement vehicle, I was told I would be contacted by a regional manager; however, I never received a call. The representative at the 36 Storage U-Haul location falsely stated that the van was clean. She then rushed me off the property, stating she needed to leave immediately and could not swap the van for the available 10-foot truck that was present on-site. She drove away, leaving me without assistance. This behavior was highly unprofessional and unacceptable. Given the condition of the vehicle, the health impact, the embarrassment to my business, and the lack of proper customer service, I am requesting: A full refund for this rental. A $100.00 gift card for the inconvenience, health impact, and overall traumatic experience. I expect this matter to be handled promptly and professionally. Please confirm that a claim has been opened and advise on the next steps. Sincerely, Ms. Wheeler
JANELSIA W
Customer Reviews for 36 Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Great service, friendly staff
SANDRA WFast and convenient.
Tamara BMy pickup was not ready at7:45 am, when I called the uhaul customer service number they said that they were unable to process my transaction until 9am when the store opened for pickup. At 9:30 I had to call the manager to come open the store . This delay made me have to make two separate trips to my destination and pay extra gas for making two vs one trip....highly inconvenient
Amos WThey charge my credit card twice. They were supposed to credit me back but they ended up charging me twice. I will have to call customer service
MICHAEL DArrived and unsure where to place the lock that we had been on the back door of the truck when we picked it up. We decided to place it back in the truck but left it code on it so the next person could get it off. Confusing instructions.
SHERRI ANo improvement necessary
WILLIAM OI LOVED the sweet lady at the pick up! She was so helpful and kind and fun! This was my first time ever renting anything, and I was quite trepidatious bc I’ve heard horror stories, but this was such an easy process!!! Thank you for helping this little old teacher move her classroom!!
EMILY NGreat customer service and truck was clean
SYREETA DNeeds no improvement. Everything was perfect. I want to give a special thanks to the lady working the office. She was amazing. She has to be the best asset to the company.
ELLEN SN/A
Carla RNothing! Everything was awesome!
Nathaniel HThe customer service was excellent.
STANLEY WVery friendly customer service
William FNothing my experience was great and customer service was excellent and they went beyond to help me so I say thanks to everyone 😊
Jacqueline MGreat experience, clean, and fast service.
ANGELA HI just don't trust this location..I rhinknthey do things so that you can get charges added, was trying to overcharge me when I walked in the door not knowing I already did it online.
Tariq SThis franchisee was clearly not well enough trained by uhaul. More than once when renting a truck, to be driven over 100 miles moving my child back from college, was I told that once over"100 miles" uhauls best rate guarantee would kickin. That my bill would definitely be less than the estimate. Now with a bill over $300 I am told the information provided to me was incorrect and only applies to renting a "van"?? Fraudulent and misleading. Bait and switch? Additionally, when driving this truck, it began to rain. When I attempted to put on the truck headlights, the entire lighting unit, "fell" into the dash board. No headlights were available. Had I been driving at night I would have been stranded hours from home. I will be consulting legal counsel unless I hear from uhaul regarding some form of renumeration for the poor functionality of the truck as well as having been mislead by the franchise. Jill miller
Jill MThew total price disclose didn't match the actual total and no explanation
Martina DGood customer service
Patricia HAbsolutely nothing, the staff were courteous and informed me on what to do in the event of an accident, were to put the key in the Drop Box if I return after hours. They went over every detail in regards to the rental and cost break down. when I brought back the vehicle there were a different employee in the office who I returned the vehiclet, She was very polite as well as very informantional, letting me know the steps they are taking checking back in the vehicle, in less than two minuites I was out the door and my way back home. I will rent from this location, and will also recomend family and friends. Great Staff.
dennis gEverything went well...
Bernest EThe verification process need to be more accurate & need improvement. Everything else it was very clear and easy. Thanks for your help. It was a great experience.
KIRANBHAI PIf I could give 0 stars I would. Absolutely horrendous.
Diamond FCommunication and professionalism
Jasmine JReserved days ago in a location convenient for pick up and drop off. Called customer service Friday -rerouted twice. All we wanted was to drop the truck off at the location reserved online(not Covington) since not a location selected. It may say 8 miles but normal traffic is 20-30 minutes, today it took us about 45 minutes for pick up! Return home was about the same. What a huge inconvenience and no one seems to care. You don’t even offer “Due to the inconvenience, we’ll subtract X number of miles, since additional from your planned pickup location. Pickup location can make no changes, customer service and traffic planning tennis with the phone calls. Scott in Customer Service(and his harsh interruptive voice) is truly lacking from a service perspective, yet was defensive when I alerted him to the interruption and did the same when he was speaking. Called traffic twice, the second time was told they were contacting the Area Manager, he didn’t respond to two calls while holding, a message was left and someone would be emailing or calling the contact on file. No one ever called/emailed. Poor follow up and follow through…again, you don’t care.
Horace LN/a
Camilia MGive Laura a bonus for being so nice and professional. She is a gem!
Shane SExcellent Customer Service!!
Lawanda CThe cargo van could have been swept out. I had a lot of items that I had to slide in the dirt that was in the back of the van. Overall though it was pretty good. Shelby was super amazing at this location.
Pamela KWas overcharged. Truck was not available at appointment time had to wait for them to locate another. Was automatically supposed to be credited $50 but of course I was not so I was inconvenienced even more by having to call into U-Haul about the overcharge and the credited $50
Brittany EVery helpful staff and great location.
Sabrina WContinue what you're doing. Maybe work on your licence upload.
Phyllis ACustomer service was excellent. The lady at the counter was nice and the van was new.
Terrence RGet a better computer system that easier to work with for customers and employees.
Christine G