This Uhaul experience was very very unpleasant. I received a call and voicemail at 7:48am on the day of my rental telling me that the 15' truck I had reserved for 10:00am pick-up at San Rafael Uhaul was not available, so the reservation had been changed to a 10' truck for pick-up at a self check-in location in Petaluma, 20 minutes north. When I called to inquire as to what happened I was just told that there were no 15' trucks available and the 10' truck at the Petaluma location was the best they could do. Already, this is a problem, as I am moving from Tiburon to Vallejo, which is 45 minutes to an hour away during the day, and the smaller truck meant I would have to make to trips. Then, when I got to the self check-in location there were inadequate instructions for where the trucks were located and how to get into the facility. So I had to call again. Then when I got into the facility, found the trucks and the lock boxes, the instructions given for the lockbox were incorrect, so I had to call again. The agent on the phone had me open all the lock boxes and my key was not in any of them. Side question, there was a key to a 15' foot truck in one of the lock boxes, and there were two 15' trucks in the lot, but I was told that I could not have either of those because they were scheduled for pick-up later. I'm wondering how it works over there. I reserved a 15' truck. I was standing right in front of a 15' truck. Why was my reservation booted and this other reservation held? Not that I want anyone else to get booted, but what gives? Back to the lock issue. None of the locks held the key to my tiny truck so they called the owner of the lot, who said she'd be down in 15 minutes. She took a half hour to come down. And this whole process took around 20 minutes. So before I even get the truck I'm an hour and ten minutes behind, and I have an additional 90-120 minutes tacked on because I have to do in two loads what I was planning to do in one load. Then, while driving the tiny truck the tension spring that holds the door open came loose and made the door very difficult and dangerous to operate, as there was no longer any counter weight. It was difficult to raise and would slam shut under it's full weight with no help at all if the truck was parked on a slight incline. Finally, when loading the truck for my second trip, which was wrapping up around midnight, the upstairs neighbor complained about noise and asked us to stop work, which I obliged instead of getting into an argument. Of course, if I had the larger truck, there would have been no second trip, and no after midnight noise complaint from the neighbor to worry about. So in addition to the 3 plus hours of extra time this botched reservation added, it also added extra fuel and milage charges. Very very very unpleasant trip. And it feels like all I can do is complain since Uhaul is sort of the only game in town. Though I will definitely shop around before coming back again. This experience was not bag.
Steven H
Customer Reviews for Non Stop Towing
(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.
Better return process, make an, app that works!
Eric AGood location. Clean offices
Christopher B1. For some reason the office was closed for the day for no clear reason. The one employee was “gone” and the door locked. 2. The truck smelled like it was burning oil or rubber or something. 3. The “low brake fluid level” warning light was on.
Brent BGreat location, drop off was easy. Friendly staff. Will rent from here again.
Joseph GHave the full license plate present on the trailer - half of it was missing. It would also be nice if the trailer was clean before presenting it for rental. There was some mulch and trash in the trailer that could have easily been swept out. Finally, the office was closed when we arrived 10mins before the agreed upon drop off time of 5pm, so we had to call the main line to figure out where to drop off the trailer, because the space where we had picked it up was occupied. If they are going to close early they could at least call and give us instructions where to drop off before they leave.
Yana SCalled to see if there was a van available immediately so I could pick up some furniture. I was helped right away and picked up the van. The two employees were very helpful. I would highly recommend.
JOAN C