Customer Reviews for Fast Glass Inc
(U-Haul Neighborhood Dealer)

Rating:

1.0

this U-hual rental was the worst I have experienced thus far. When I made the booking for St. John's I called the location ahead and they said the truck I requested didn't exist.. great. The next available one was an hour (+70Km) away, I needed it so I booked it and figured out a ride to go get the truck. I called ahead to make sure I could pickup a day early to which the customer service agent (who was wonderful), said no problem considering the booking issue. What should have happened was a confirmation with the location that the keys for the self service pickup and drop off were actually in the box... I experienced internal u-haul self check in app difficulties which took me awhile (over an hour) to get through the check in, when I finally got to opening the key box it was empty. On the phone with customer support they confirmed someone was on the way with the keys - totally fine, I needed to find somewhere to use the washroom so left. - when I came back I didn't have the codes to reopen the lock through the self check in web page and then I had to spend another hour on hold with customer support just to get the lockbox code. I spent 2+ hours not including the drive there and back to try to pick up this u-haul after the previous booking ordeal. To say I was sent on a wild goose chase is an understatement. The few days later, when I dropped off the truck, the drop off web page suggested to speak to a person in the business incase there were any questions so I did, and the person inside rudely reminded me they were not u-haul -- I was just looking for a human interaction, they didn't have to be so rude about it after the insane trip I had been through. I was annoyed too! In future, the u-haul app should be able to accept my city correctly as my drivers license lists it -- St. John's (the app told me it wasn't in english when I tried to input), and information for "self serve" check in should be better reviewed as I shouldn't have had to sit on the phone with customer support to get lockbox codes for the "easy" self check in process. I have been to other businesses with a 3rd party u-haul rental situation and have had no problems before. I suggest there should be confirmations from u-haul to the 3rd party that basic things such as confirming the keys for the rental are there before wasting customers time and sending them to go pick it up. Big thank you to Damian in the u-haul Halifax customer service line who were so nice to me over the phone and did their best to support me from a province over. The entire situation was stressful and I really appreciated the kindness and patience as they tried to help remotely.