Very unprofessional. They did all the paperwork for the 15 foot truck I reserved but then couldn’t find the key. We waited for an hour because he was late opening and then searching for a key that was not to be found. Instead we got a 10 foot van with no paperwork. Just handed the key and told we were fine. We took photos of everything including odometer. We told him we were local and would probably only do about 10 miles he said ok well I will put 25 miles on paperwork and they will credit you back the difference. Get to the house and we didn’t get the appliance dolly. After losing over an hour, we had no time to go to another location to get a dolly. I called customer service twice and was told it would be taken off and that they were aware we go the smaller van. We return the van and she takes the key and says we can go. I asked for paperwork and she was clueless. She called the manager or owner and he said we got the email yesterday but it was for the 15 foot not 10 foot van. They told me to download the app which I did. When I put in the picture of the dashboard it said we drove 70 miles which we have the photos to prove we only drove 11 miles. I submitted these time stamped photos to customer service. We showed the girl and she screenshot or video chatted with the manager the photos and he didn’t care. They are obviously not logging back in the trucks properly if they take the key and do not check anything on the truck. They told me I would only be charged the initial deposit. Which is wrong as they are supposed to take off the dolly I never received and the 14 mile overage we paid initially as we only drove 11 miles and the deposit we paid was for 25. We also received an additional fee of $35.90 that I was told would be taken off and has not been. I am very disappointed and frustrated with this experience. I have spoken to customer service 3x. I thought using U-Haul a known and reputable company I would have no issues but instead I had to deal with unprofessional people that did not know how to give or receive the vehicle. I am hoping I will be reimbursed for all that I have been overcharged for but so far none of the charges have been reversed or credited which I was told they would be by different people in customer service.
MICHELE B
Customer Reviews for Smoke Shop
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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