To U-Haul Customer Service, I am writing to formally complain about my experience with U-Haul on August 26 at the following rental location: Ohio Atlas Truck And Auto Service 4133 E 49th St. Newburgh Heights, OH 44105 My experience was unacceptable from start to finish, and I am extremely disappointed with both the location and, specifically, Pedro’s handling of my rental. I was delayed approximately 90 minutes because of a complete lack of communication and response from Pedro. When I arrived, there was no U-Haul representative on site. Instead, a mechanic at the location provided me with the truck keys. I was not asked for my driver’s license or provided any meaningful rental instructions or assistance. Communication throughout the day was equally poor. At one point, the truck was overheating, and I had to put antifreeze in it myself. This is an unacceptable situation for a customer who has rented a U-Haul vehicle and should reasonably expect it to be safe and properly maintained. The drop-off experience was just as bad. Once again, no U-Haul representative was on site. I waited approximately 45 minutes to an hour before speaking with the same mechanic, who told me that there had apparently been no U-Haul representative at the location all day. The lack of communication and basic customer service was completely unacceptable. To make matters worse, I had a $50 U-Haul coupon that was supposed to be applied at drop-off, and it was not reflected on my final receipt. Overall, this was one of the worst rental experiences I have had. I was delayed, received virtually no customer service, was given a vehicle that overheated, had to address the vehicle issue myself, waited nearly an hour at drop-off, and was charged without the $50 coupon being properly applied. I am demanding a full refund of my rental charges, including reimbursement for the $50 coupon that was not honored. I also expect U-Haul to investigate this location and Pedro’s handling of my reservation. I have used U-Haul in the past, but based on this experience, I will not be returning as a customer unless this matter is appropriately addressed. I look forward to your prompt response and resolution.
Matthew A
Customer Reviews for Ohio Atlas Truck And Auto Service
(U-Haul Neighborhood Dealer)
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