To U-Haul Customer Service / Rental Location Management, I am writing to file a formal complaint regarding a rental truck I picked up on Tuesday, September 15, 2026, from 1209 Interstate Blvd Florence, SC 29501 , under rental/reservation confirmation number 84008083. When I picked up the vehicle, it had not been properly cleaned. There was leftover, uneaten ice cream left inside the cab area from a previous rental. This attracted a significant number of ants into the vehicle. During my approximately 3-hour drive, these ants were present throughout the cab, and my child, who was riding in the vehicle with me, was bitten multiple times on the leg. My child experienced significant pain and distress as a result. I have attached photos and video documenting both the condition of the vehicle and the bite marks on my child's leg as evidence. This is a serious sanitation and safety failure. A rental vehicle should be properly inspected and cleaned between customers as a basic standard of service, and this oversight directly resulted in physical harm to my child. I am requesting the following: 1. A full refund of the rental charges for this reservation. 2. Fair compensation for the pain, distress, and inconvenience caused to my child. 3. Written confirmation of what steps U-Haul will take to ensure vehicles are properly inspected and cleaned before being rented to the next customer. I would appreciate a response within 7 business days. Please let me know what additional information or documentation you need from me to process this complaint. I look forward to your prompt attention to this matter. Please share with me email address and I will send the video and photo.
zhongyi s
Sheppards Truck Rebuilders
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkI had ordered an appliance dollie and a utility dollie and 12 furniture blankets. When we picked up the truck the Dollie's were not included and we only had 1/2 dozen blankets.
karen hNothing, courteous and professional service
Mart CSimply dropped off the transport in Florence, SC at a commercial truck-stop repair place. Lady was very courteous and younger lady showed me where to back up and drop the transport. Was later emailed receipt for 0 $ due. In and out quickly with no issues. Thank You Uhaul! Loved the medium transport equipment for my F-150 1/2 ton! Nice ride.
JERRY MVery inconvenient hours. Not able to arrange after hours drop off like most other locations.
Jonathan M