Customer Reviews for Turtle
(U-Haul Neighborhood Dealer)

Rating:

1.0

To Whom It May Concern, I am writing to formally lodge a complaint regarding the complete mishandling of my U-Haul reservation made on May 2, 2025, for a 10-foot truck and two dollies, with a scheduled pickup time of 7:00 AM in Norval, Ontario on June 29, 2025. This reservation was made two full months in advance specifically to avoid the very situation that ended up unfolding. Just two days before my move, I received a call informing me that the truck and equipment I reserved would no longer be available at my selected location or time. I was told my only options were to pick up the truck in Oakville, which is a 45-minute drive from me, and not until 10:30 AM, a full 3.5 hours after my originally scheduled time. Or pickup in Milton, at 1PM (also unacceptable). To make matters worse, the representative who called me was rude, dismissive, and completely unhelpful. When I explained that I had made this reservation two months in advance, her response was a curt and unbothered, “Correct.” There was no apology, no attempt to problem solve, and no sense of accountability whatsoever. This lack of professionalism added even more frustration to an already unacceptable situation. As someone who’s job is also customer facing administration, my boss would not be happy if this is how I dealt with a customer, especially over something that I planned well in advance for and was not my fault. After spending additional time on the phone with customer service, the only alternative offered was Campbellville, still 30 minutes out of my way, and requiring me to pick up the truck the night before, or 9am the next morning. While this was the lesser of two inconveniences, it still represented a major deviation from what I had booked. But the problems didn’t stop there. When I arrived in Campbellville on June 28 at 6:45 PM to pick up my truck, I discovered that neither of the two dollies I reserved were included. At this point, it was far too late to find replacements, leaving me without essential equipment that I had clearly booked and paid for. In an effort to resolve the issue, I also attempted to contact U-Haul via live chat support, twice, and on both occasions was simply told to call a customer service phone number. However, by the time I received that instruction, business hours were already over (8:00 PM), leaving me with no help or support in the middle of a critical move. Let me be absolutely clear: I reserved this equipment two months in advance. Every key detail: location, time, and included equipment was mishandled or unavailable. I paid nearly $300 for a service that was disorganized, unreliable, and unnecessarily stressful. For a company whose business revolves around facilitating smooth transitions, this experience was unacceptable. The responsibility to resolve your internal failure was entirely placed on me, the customer, forcing me to make last-minute changes, drive out of my way, and ultimately go without essential equipment that I had booked and paid for. Live chat was ineffective, the representative was unprofessional, and no real support was available when I needed it most. Given the scope of the inconvenience, the lack of accountability, and the incomplete fulfillment of my reservation, I am requesting a refund to reflect the disruption and failure to deliver the service as promised. I expect a prompt response outlining how U-Haul will be addressing this situation. Thank you in advance, Jenna Reid 905 749 4650 JennaJLR99@gmail.com Reservation #: 72735572