Dear Customer Service, I am writing to express my dissatisfaction with the service I received during my U-Haul rental on **July 24**. Unfortunately, this was one of the worst customer service experiences I have had, and I believe it should be brought to your attention. My reservation was originally scheduled for pickup at the **North Main U-Haul location in Brockton**. However, I was later informed that the pickup location had been changed to **East Coast Storage in Stoughton, MA**. I was told I would receive a **$50.00 discount** for picking up the truck at the new location, so I agreed to the change. Toward the end of my move, I called the North Main location three to four times to confirm two things: where I should return the truck and whether my $50.00 discount would be applied. During my first call, a woman asked me what color the key tag was. After I told her, she immediately instructed me to return the truck to East Coast Storage. I was confused as to how she could determine the return location based only on the color of the key tag. Still unsure, I called the North Main location again. This time, a young man answered and told me the computer system was down, so he could not access my reservation. He said he would call me back, but after waiting over an hour, I never received a return call. I called the North Main location again, and the same employee answered. He checked the information and instructed me to return the truck to the North Main U-Haul location. I followed his instructions. When I arrived, I spoke with the same woman I had spoken to earlier on the phone. She recognized my voice, looked at the key tag again, and told me I should have returned the truck to East Coast Storage. I explained that I had just spoken with one of their employees, who specifically instructed me to bring the truck to the North Main location. We then went inside, where the young man I had spoken with recognized my voice and confirmed, in front of the woman, that he had indeed instructed me to return the truck to the North Main location. The woman then corrected him, stating that he had given me the wrong instructions. Throughout the afternoon, I was repeatedly calling the North Main location and receiving conflicting information about where the truck should be returned. No one seemed to know the correct procedure, and I was sent back and forth between locations. This created unnecessary stress and wasted my time during an already exhausting moving day. To make matters worse, once i returned the truck to the Eastcoast Storage and checked it back in i got a invoice of $166.00 for that day usage and then the following Monday I got another invoice of $ 256.00. Not includding the discount of the $50.00. Now i am thinking that the final bill was going to be $166.00 thats with the $50.00 discount and the Stress that the UHalt servces made me go through with the back and fouth very unsatified, feelt like it was all a scam to me. I even had to recall uhault today July 27 in order for them to apply the $50. discount just to now pay 250 what a UHault scam ths was. This entire experience was extremely disappointing. I expected much better communication, professionalism, and customer service from U-Haul. Instead, I received conflicting instructions, poor communication between employees, and incorrect billing. I respectfully request that this matter be reviewed, that my charges be corrected back to the $166.00 . Based on this experience, I will seriously consider using another rental company in the future. My experience with the Brockton North Main location was unacceptable, and I hope steps are taken to ensure other customers do not experience the same treatment. Thank you for your time and attention. I look forward to your response. Sincerely, Mitch
Mitchellie P
Customer Reviews for East Coast 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.
Was offered a $50 refund if I were to pick the truck up from a different location which I had no problem with. Unfortunately due to the location being closed I had to use my phone to access the van which would be no problem, but where the pickup was at there was little to no service which was a little frustrating. But upon completion of returning the van the $50 was never reflected and had to call to find out that the refund was not initiated so I was charged full amount. Luckily, customer service fixed it.
Ricardo JA dirty dresser was left in back. But customer service was awesome when I called about it
MICHELLE BStop lying to customers about the cost of the rental. I was told it would be free then I was charged 125 the day of straight bull shit yall are fucking wack as shit. After I asked the woman on the phone 5 different ways what was the cost. Then they said we will give u back 50 and never mentioned it would take 5 business days. Real grimey shit
Charleson MThe truck would not start when we were leaving our pickup location and had to be jumped
Stephanie D