I AM LIVID!!!! This has to be the worst rental experience I’ve ever had. I just tried to return the vehicle. The app wouldn’t let me, so I contacted customer service through the chat feature. Chiquita told me I have to return to Mary Esther, then the chat failed. I contacted again, and chatted with Melissa. I provided a copy of your email, and she told me that I needed to return it to Mary Esther. I also told her that the active steering assist feature fails after 30 minutes of driving (known issue with this truck). That disables hill start assist, cruise control, as well as making the truck hard to steer and stop. It also shutters and jerks at 35 mph. If you remember, I told you that the steering wheel wouldn’t center. My research shows that the vehicle should be parked and not driven. I told Mellissa that I wouldn’t drive it another foot. She didn’t have anything else to offer except to contact Customer Service….. I did. I was on hold for 30 minutes and then the call dropped. I dropped the key in the box and left! I’d like a bit more consideration after all the time I’ve wasted with your lousy app and poor customer service overall. A $50 “reservation guarantee” and $15 for gas doesn’t cut it. I’m still on the hook for an extra 20 miles at .99 a mile as well as the rental of the dolly that was completely useless, if you recall, they didn’t have anything but an appliance dolly. I picked up the truck at 1030 or so on Thursday, and dropped it off a bit after noon today. I’ve attached a photo of the odometer and gas gauge. Which by the way is twice as much gas as I was given at pickup ~77 miles. The low fuel message popped up as I left the lot. I’m not letting this go until I get some kind of compensation and acknowledgement of the awful service and the failure on U-Haul’s part to meet their responsibilities. Failing that I will report this to the BBB as well as the State Attorney General’s Consumer Affairs Division. You failed me at every turn, provided me an unsafe vehicle, and I’m absolutely beside myself in anger. I have over 25 years experience in Logistics, Vehicle Maintenance, Shipping, and operated a fleet of vehicle valued in the Billions of dollars. We spoke on the phone, so you know I’m a reasonable guy, but now I’d like UHaul to make this right, not some pittance. You’ve wasted hours of my time, and I’m still paying more than I should for your failures. BTW, I’m a 100% disabled veteran/military retiree, and with all the jerking and stomping on the brake just to hold it at a stop, I’m likely going to need to go to the doctor for back and leg pain from all of the abuse from your crappy truck. Make this right!
Richard A
Super Station 1
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkVery lazy, made it seem like a burden to find a dolly. Didn’t know what they were doing with the order. Asking me questions about how to do their job. Very poor experience. Truck was on 8 mi until empty when I picked it up, but expected a 1/4 tank upon return. Will never use uhaul again.
Trevor GWe dropped off on the 5th the guy working never checked trailer in went back today the 6th and the lady working was very pleasant and helpful and completed check in
Kelly GVery pleasant experience
darrell tReservation was canceled then I was redirected to a site that was closed then redirected to a pit stop and when finally receiving said uhual it was broken. When I asked when road side assistance was arriving they said oh we can’t come until you take pictures of the uhual. It was raining heavily. I then decided to just return it and still had to take the pictures in the rain to prove the damages were not my fault.3-4 hours wasted with a serve limited time frame(I was moving and my hands was only in town for today) That was valuable time lost. When I called customer service and told them about the situation they said “oh we were already tracking that one was broken look like someone just forgot to take it off the market” For it being my first time using u haul I will never use it again and never recommended it to anyone. Also to note nobody reaching out about the refund money I would get for the canceled reservation. It’s greedy and inconsiderate!
Jalisa D