⭐ 1 Star – Extremely Poor Customer Service Very disappointing experience with this U-Haul neighborhood pickup location today. I received a call in the morning from the person managing the location and was instructed to complete the initial check-in when I arrived and then call for the key. I followed all the instructions exactly. After completing the check-in, I was told that the key was in the front bumper of the truck. I checked repeatedly, but there was absolutely no key there. I was then repeatedly told to “please look again.” I spent around 30 minutes searching for the key, which was incredibly frustrating and completely unnecessary. At that point, I was ready to cancel the reservation because I had already wasted so much time. Only after I insisted that someone actually help me did they contact their manager. I was then told that the key was inside the truck and could be accessed by opening the back door. This should have been communicated to me from the beginning. Instead, I was given incorrect information and left searching around the truck for 30 minutes. U-Haul should seriously look into the service at this location. The staff need better communication, organization, and training. When a customer has completed everything required and arrives for their reservation, the pickup process should be straightforward—not a frustrating guessing game. I hope management takes this feedback seriously and improves the experience for future customers.
Jatin K
Fanshawe Rental
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in London, ON N5V1Z2
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Customer Reviews
- 3.5 Average Customer Rating
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I cannot comment on the location being clean and inviting as there was only a parking lot. There was no personal that we know of. Just a drop off slot in the door. We were not given any instructions on what was expected when we arrived at the drop off location. Were we to go in? Talk to someone? I didnt know I had the vehicle until the following morning. We dropped off in evening same day of pickup as i was worried about timing I also didnt know I should go into the app to book my drop off time. Luckily I decided to look at app once I got home to see I can put in the time
Ronald MThere were no personnel to assist. The instructions for truck return on the door were not accurate. I had to call the U-Haul Support team to properly close my file.
Michael DI'm very unhappy with your service, this is the second time I make a reservation and when I go to the place to pick up the truck there is no. Once I rented a trailer and had to wait 2 hours because the person who had rented it before had not returned it. On July 3 I booked a 15-foot truck, yesterday I went to pick it up there was no truck and they said the same thing that happened before. That the person who was supposed to return the truck had already passed 24 hours and she hadn't returned it, then she tells me it's not my fault. You make the change on the day that is scheduled, you have no option to be tomorrow or next week. I had to go to London 26 km from my house. My reservation was 2 km away. There was still no 15-foot truck anywhere in London. I had to sin a 26-foot one. You have to have more respect for your customers. We need you, but I think you need us more because we have choices.
idelvan dWe just dropped off the truck and keys. We didn’t see anyone but the location was easy to find with a lot of parking space for the truck.
Lise G