Helpful staff, but terrible logistics and a costly billing error. I booked a one-day, 250-mile rental a month in advance at my local open branch to avoid using the app. Instead, U-Haul moved my pickup to a closed location farther away, falsely claiming I missed a confirmation call. When I complained about the distance, the phone agent snarkily told me, "Well, it’s only 7 miles further." At the closed location, the app failed. After an hour on hold, we were sent to a third location. The agent there was kind, gave us a $50 credit, and promised 20 extra miles to make up for the 2-hour delay. However, because of technical difficulties, they couldn't print our contract, leaving us unable to verify the starting odometer. We drove exactly 184 miles to my son's apartment (which I confirmed by following the truck in my own car). Yet, upon app drop-off, U-Haul charged us for an extra 85 miles ($85). After weeks of fighting a denied claim, customer service finally refunded the promised 20 miles, but we were still forced to pay for 65 phantom miles we never drove. Lesson learned: The previous renter likely turned it in, but someone drove it "off the records" before we picked it up. Always take a photo of the odometer at pickup, even if the app or agent doesn't prompt you to. I’m giving two stars only because most phone reps tried to be accommodating, but the actual billing theft deserves zero stars.
Julie L
Customer Reviews for Olander Bus And Coach
(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.
thanx for the great trailer and ease of renting trailer from this Detroit Lakes location!!!! Everything went perfect and wonderful people to work with !!! Thanx again
DAVE LVery confusing as to where the office is located from the drop sight. I dropped after hours and I thought the building lacked signage to find the bar code to scan. Should have need another sign by the trailers to direct a person to the correct area. No personnel was on sight after hours.
Terry L