When we had multiple truck issues and desperately needed to return the trailer to a different location, U-Haul customer service refused to change the reservation for me. They said they could not tell me the cost of changing the reservation and that it was the local U-Haul that could provide the fee, as it was not a U-Haul decision. The local dealer in Blanding had to decide that there was nothing U-Haul could do about it. When I told them it was after hours, they said I could return to any location at any time, even after hours. I left a lengthy voicemail with the Blanding, Utah, location explaining our dilemma and that my son-in-law's truck could not make the long trip back to Dolores as it was stalling on us. And my truck had electrical problems and couldn't tow it (Dolores General Store can confirm this). I explained that if the fee were going to be too much, I would borrow another truck from my son-in-law's friends and return it to Dolores myself, whichever was cheaper (I could pay the truck owner a smaller fee than U-haul if it were not reasonable). So when I called the Blanding location the next morning to see how much it would be, she had already checked me in for $174 fee. I could have gone all the way to Moab to rent a truck, and it would have been cheaper, including gas! She could have called me to confirm, . . . I had left a voicemail (which she also vehemently insisted she had not checked and should not have had to check), and she had my phone number on the reservation because she was able to access it. At any rate, she kept insisting vehemently that the fee was entirely U-Haul's responsibility, and I would have to speak with them about it. It was a "return to the wrong location" fee because I had not changed the reservation in advance. I told her I had tried to change the reservation when we had problems, and the U-Haul customer service had said it was up to the local dealer. She yelled over me that it was a U-Haul fee and entirely out of her hands. She then gave me the U-Haul number to call for assistance. The people on the end of that phone number transferred me to someone in corporate because they said they couldn't help me. The corporate person tried to send me back to the reservations. I told corporate that I didn't need to make a reservation. . . I needed help with the reservation that had already been completed. The man at corporate raised his voice so he could interrupt and talk over me. He kept saying he had no way of knowing what the fee would be that only reservation customer service could help me and when I told him I had spoken with them twice already, once when I tried to change the reservation before the return, and once after the return, after I was charged the fee, he yelled as well that it was not something he could tell me . . . he insisted he could only read the bill to me that I had already received in the email. The Blanding, Utah, U-Haul location and the corporate location both gave me horrible "pass the buck back and forth" customer service. I will be giving them terrible reviews. If they had told me the fee they charged was a towing fee back to the original location and how much it would be, even approximately, and if they had done it when I first called, I would have been fine with it. However, that is not what happened. U-Haul is a moving company. People face problems and must make changes all the time. I know I'm not the first. This was a horrible experience.
SUSAN M
Customer Reviews for Quality Auto Repair And Towing Service LLC
(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.
These guys are awesome.
Craig SNothing
AUGUSTINE EDoing a good job already. Keep up the excellent work!
THOMAS BThey were friendly and quick.
Andy B