Customer Reviews for Econolodge
(U-Haul Neighborhood Dealer)

Rating:

1.0

I am writing to express my profound disappointment with what should have been a straightforward truck rental but instead became one of the worst customer service experiences I have ever had. After making our reservation, our pickup location was changed to a neighborhood vendor rather than the official U-Haul store we have used in the past and specifically preferred. While I understand that inventory sometimes requires adjustments, this was our first indication that the experience was not going to go as planned. The day before pickup, we received both a phone call and a text from U-Haul offering us an additional rental day and a trailer at no charge. When we called back, we were told we had somehow requested something we never asked for, only to be informed that the request had been denied. The entire interaction was confusing and unnecessary. Unfortunately, things only became worse on pickup day. When I arrived, the attendant took nearly an hour simply to locate and process my reservation. Once he finally did, he attempted to charge me approximately $200 more than the price reflected in my reservation from June 29. When I questioned the discrepancy, I was repeatedly told that this was simply the correct price, despite the fact that we had already locked in our rate. After confirming the reservation details with my wife, I called U-Haul Customer Service directly. Your representative honored the original contracted price over the phone, proving that the reservation and pricing I had were, in fact, correct. Even after that, it took additional time before I finally received the keys, dolly, and furniture clothes to the truck. The most troubling part of this experience occurred after everything appeared to be resolved. Although my contract had already been corrected, I later discovered that the vendor had nevertheless processed an additional charge of more than $170+ to the payment method on file without my authorization. I did not discover this until I reviewed the pending transactions on my account the following day. I immediately contacted U-Haul to dispute the unauthorized charge, requested a refund, placed a stop payment with my financial institution, and requested all documentation related to the transaction. From my perspective, charging a customer after the agreed-upon contract had been corrected—and without my knowledge or authorization—is completely unacceptable and raises very serious concerns. If the documentation supports what occurred, I intend to pursue the matter with the appropriate local authorities. What is most disappointing is that none of these issues were unavoidable. A simple truck rental turned into hours of unnecessary frustration because of poor communication, incorrect pricing, excessive delays, and an unauthorized charge that should never have occurred. I have used U-Haul before and have generally had positive experiences. This experience, however, has caused me to seriously question whether I can trust your company in the future, particularly when reservations are fulfilled through third-party neighborhood vendors. Trust is difficult to earn and easy to lose. I would appreciate the opportunity to speak with someone in Executive Customer Service who has the authority to review what happened, explain how this occurred, and make it right. I also hope U-Haul will evaluate whether this vendor is representing your brand in a manner consistent with the level of service customers should expect. I have spent much of my career in customer service and leadership. I understand that mistakes happen. What defines an organization is how it responds when they do. I sincerely hope U-Haul chooses to respond in a way that restores confidence rather than simply closing another complaint file.

Rating:

3.0

We were on our own in hooking up and inspecting the cargo trailer before leaving. Since, we have rented before, this was no problem for us. However, I would be concerned for others who have never hooked up a trailer before.

Rating:

1.0

I was told by the clerk, that she would send the manager out to check me in. Almost an hour later, I was still sitting there. Finally reached out to the chat on your website and she told me hoe to check in on line. If this location does business like this all the time, I would pull the franchise.

Rating:

5.0

Very nice and offered outstanding service!

Rating:

2.0

I was very disappointed with U-Haul. I reserved a truck via the app 5 days prior to needing it. The app had me go to one location and they sent the truck out with someone who came early for their rental so there was no truck for me. I spent nearly two hours being sent back and forth between two locations trying to get a truck. I ended up getting a smaller, dirty and not full of gas truck from the Econolodge location. Taylor at the ELLIS location did a good job trying to help me but when others screw up and your system is slow and lacking the customer service fails. A major screw up and a two hour wait for something that did not fit my order and I still paid the regular price. You don’t care about your customer.

Rating:

4.0

license plate was half gone, had a flat tire on my return from my destination. Service guy had to come from Rolla which was an hour and half away from where I broke down.