Customer Reviews for Adiventure Travels
(U-Haul Neighborhood Dealer)

Rating:

5.0

Very helpful

Rating:

5.0

Great Customer service.

Rating:

5.0

clean and organized location. easy pickup and dropoff

Rating:

5.0

great customer service

Rating:

1.0

I reserved a U-Haul trailer online about a week in advance and specifically selected counter pickup at my closest U-Haul location. Four days before my move, I received an email stating that my reservation had been moved to a completely different location, with no explanation. I emailed U-Haul to confirm, and they told me my original location did not have the equipment available. On the day of my move, I went to the new location, only to find that it was essentially a dirt parking lot with U-Haul equipment parked throughout. There was no counter or office. I attempted to complete the mobile pickup process, but after entering the information, it asked me to pick up at counter which was non-existent. When I clicked I still need help, it resulted into an error message to call this Uhaul number. I called the number provided multiple times, but no one answered. I eventually found another phone number posted on a sign at the location and called it. A representative answered, I explained the situation, and she put me on hold for approximately 20 minutes. At that point, I got frustrated and called back. Thankfully, another representative answered, immediately understood the situation, and was able to get me into my rental. When I returned the U-Haul, it was pitch black outside, and I had to maneuver around an uneven dirt parking lot while trying to take the required photos of the vehicle. The only reason this review isn't a 0-star review is because of the second representative who actually took the time to listen, understand the problem, and get me on my way. U-Haul needs to do better with its reservation and pickup process. If U-Haul moves a reservation to a location that does not have a counter, the pickup method should automatically be changed from counter pickup to mobile pickup, with clear and accurate instructions. Customers shouldn't have to figure out how to retrieve their rental after arriving at a location that doesn't have the facilities described in their reservation. There also needs to be a better and safer setup for these rental locations. Leaving customers to pick up and return equipment in an unlit, uneven dirt parking lot is not a good experience, especially when they're already dealing with moving-day stress. I hope U-Haul uses this experience as an opportunity to improve its reservation communication, pickup process, and location standards.

Rating:

3.0

Uhaul was empty on fuel. I returned it with more than pick up but was charged for fuel when I returned it!!