Dear U-Haul Customer Service, I am writing regarding my 15’ truck reservation scheduled for virtual pickup at 6:00 AM on March 2 at the Fast Trac location in Ashland, VA. This reservation was made approximately one week in advance and required significant coordination. I was driving from Richmond to Virginia Beach (approximately 120 miles) to meet a hospital manager and pick up critical supplies. The 6:00 AM pickup time was intentionally selected to avoid rush hour and tunnel traffic, and our schedule relied heavily on the truck being available as confirmed. When I arrived at the Ashland location and began the virtual pickup process, I encountered an error and had to call the 24/7 support line. After waiting on hold, I was informed that the keys had not been left for my reservation. I was given two options: wait until the store opened at 8:00 AM or drive to another location. After another hold period, I was directed to a location in Mechanicsville to obtain a truck. I was also informed that none of the equipment I had reserved would be available there. As a result, I had to: Drive from Ashland to Mechanicsville to pick up the truck Make an additional stop to obtain the equipment that should have been included with my reservation Travel during peak rush hour traffic Because of these issues, I arrived at my destination approximately two hours late. This delay was entirely due to the reservation not being properly fulfilled. The guaranteed pickup was not honored, and the resulting inconvenience, additional mileage, and time lost significantly impacted my day. Given these circumstances, I do not believe I should be responsible for the full rental amount. I am requesting a refund or meaningful adjustment to reflect: The failure to provide the truck as guaranteed The additional mileage and time incurred due to being redirected The unavailability of the reserved equipment I would appreciate a prompt review of this situation and a fair resolution. I can provide my reservation number upon request. Thank you for your time and attention to this matter. I look forward to your response. The above was emailed to Public Relations.
Heather L
Customer Reviews for Postal & Parcel Solutions LLC
(U-Haul Neighborhood Dealer)
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