Customer Reviews for South 200 Imports
(U-Haul Neighborhood Dealer)

Rating:

1.0

We had a terrible experience with U-Haul and will not be using the company again. Our problems began when we arrived at our scheduled pickup time on moving day. The employee who was supposed to meet us with the keys was not there. We had to contact U-Haul customer service, who eventually reached the employee. He informed us that he was 45 minutes away because he had another "appointment," despite the fact that we also had a scheduled appointment to pick up our truck. By the time he arrived and we were finally able to leave, we had lost approximately an hour and a half of valuable moving time. To make matters worse, when the employee finally arrived, he did not have all of the moving blankets we had preordered. The following day, when I returned the truck, I noticed fresh oil stains on both the driveway of the home we had just moved out of and the driveway of our **brand-new, newly built home**. We had literally just taken possession of this house. No one had ever lived in it before us, and the driveway was in perfect, pristine condition. Because the U-Haul truck was clearly not properly maintained, it leaked oil onto our driveway, leaving a stain on a driveway that was only hours old to us. After all the excitement of moving into a brand-new construction home, it was incredibly frustrating and disappointing to have it damaged by a rental truck that should have been properly maintained. I contacted U-Haul to seek compensation for both the significant inconvenience and the damage to our driveway. During my first call, I was told that my case would be transferred to the district manager, Adrian, to process compensation. Instead, I received an email stating that I had been issued a $50 U-Haul gift card that expires in one year. This was not an acceptable resolution. We had already decided we would never use U-Haul again, and since we had just completed our move, a one-year gift card was essentially worthless. I called customer service again and explained this. They told me only Adrian could assist me and attempted to transfer my call. She did not answer, and I was assured she would call me back. She never did. I first called on Tuesday. By Friday, I still had not heard from Adrian, so I called customer service again. Once again, they attempted to transfer me to her. Once again, she did not answer. I was again promised a callback and was given her direct phone number. By the following Monday, I still had not received a call. I tried calling Adrian's direct number multiple times, but no one answered, and it didn't even go to voicemail—it just rang continuously. I contacted U-Haul customer service yet again. This representative told me she would speak with her manager about processing the refund since Adrian had been completely unresponsive. She said she would call me back after speaking with her manager. She never called back. The next day, I called again. The representative initially tried to transfer me to Adrian, despite my explaining that every previous representative had done the same thing without success. She then transferred me to the regional management team. When I finally spoke with them, they explained that because Adrian had been unresponsive, my case had been transferred to someone else. However, they also told me they could not process the refund because the case had already been transferred. Even after acknowledging that Adrian had failed to respond, no one seemed willing or able to take ownership of resolving the issue. I asked to speak with a manager because it should not require this many phone calls and this much effort to resolve a simple customer service issue. I was told the manager was on another call and would return my call. That callback never came either. Eventually, I received an email stating that a $50 refund was being processed. While I appreciate that this was better than a gift card, it is nowhere near adequate compensation for what we experienced. We lost an hour and a half on moving day because U-Haul failed to have someone available for our scheduled pickup. We did not receive all of the moving supplies we paid for. The truck leaked oil onto both our old driveway and the driveway of our **brand-new construction home**, permanently staining a driveway that had never even been parked on before we moved in. We have tried multiple methods to remove the stain, and it is still there. If we have to hire a professional to remove it, it will cost at least $150—three times the amount of the refund U-Haul eventually provided after countless phone calls. On top of all of that, I had to spend countless hours making repeated phone calls because one district manager never returned a single call or responded to repeated attempts to contact her. No customer should have to work this hard just to receive basic customer service. It is unacceptable that I had to repeatedly follow up just to receive a minimal refund for issues that were entirely U-Haul's responsibility. Overall, this experience was extremely disappointing. U-Haul's lack of organization, poor vehicle maintenance, and failure to provide responsive customer service have ensured that we will never use the company again, and we cannot recommend the company to anyone else.

Rating:

3.0

The APP did not function as expected and a supervisor was called to complete the check-in process.

Rating:

5.0

Everything was madde fairly easy to accommodate pick up and drop off. Thank you.