I was charged 15.00 for something that I did not want nor was ever told about that I would like credited back
BRIANPHILLIP F
Master Performance
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Williamsburg, VA 23188
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I recently completed a rental over $2000 with U-Haul. I’m an upset customer. I have followed the proper chain of commands by speaking to customer service and filing a complaint which I was told someone would reach out to me 2 to 3 business days unfortunately that was not the case. I had to call customer service numerous times and finally just recently I received a ridiculous email that provided me with zero customer service. I’d like to start off by saying that the line of communication and training is extremely weak at U-Haul. I’ve had headaches since the moment I made a reservation with U-Haul. It all started back in April of 2026 when I made a reservation that was supposed to be valid for July 7th of 2026. Everything was all set back in April however, by some miracle, I decided to go to the U-Haul location to make sure that everything was set for me to pick up my truck on July 7 so I went to that location on July 6 that Monday morning, I was told my reservation was canceled. Of course that began my high blood pressure and panic mode. I called U-Haul and one of your employees confessed to me that since I did not show up at 7 AM on July 6 to pick up the truck, my order was canceled. You are more than welcome to listen to the phone conversation back on July 6 early in the morning. To continue, I explained to her that my order was set for July 7 so why would anybody cancel my order one day before? She said oh someone made a mistake. Luckily your employee found a truck for me at another location but way further than the one I booked. First thing that an employee should do is contact the customer and ask the customer why they did not show up on July 6th? Maybe I was sick, or got into an accident!! Your employees should be trained on empathy and check on the customer first. you don’t just cancel a reservation and the employee makes a mistake with the date and now puts me in panic mode!! you have to double check everything first before you start canceling orders. second courtesy and common sense tells you that your employees should pick up the phone call the customer enquiring as to why I did not show up to pick up truck on Monday at which I would have responded with, “my reservation is not for Monday, it is for Tuesday” and that’s when your employee would’ve realized that they made a mistake trying to cancel my reservation when it wasn’t due yet so that right there shows me lack of training, lack of common sense and lack of courtesy. You never want to cancel somebody’s order specially a 26 footer over $2000 bill because obviously this is a serious move. Second, the truck was dirty in the back, I had to clean it. Third, the odometer was written incorrectly. I had to go through hell and back to show proof and pictures and images that the odometer reading was incorrect. Fourth, the app did not work. I was on the phone for 30 to 40 minutes with someone because I was at a location that was closed and I had to use the app to pick up the truck, but the app wasn’t working ( which by the way this location was 30 miles further than the one I had booked back in April which that location was only 5 miles away from my home) anyway, It is really sad for a company that’s been around this long to have this many errors for one transaction. Just the panic of canceling my order without calling me caused a major headache for me. I still don’t understand how someone can cancel an order or a reservation without contacting the customer first to me. This is the most ridiculous thing I’ve ever heard. I have spoken to customer service many times and I have requested a 30% discount on my bill I have yet to hear back. I do not appreciate all the headaches I went through and I believe that logic and common sense should be used here and allow me some kind of break on my rental price. I appreciate a callback or text back. Thank you for your time.
Nader Kwould be nice to have more lighting for after dark drop off
Patrick KNothing
Martin LPickup location was changed. Had to wait a half hour to be taken care of due to 2 customers ahead of me. There was a person taking up a lot of time due to lack of planning on their part. The owner was doing his best to get everyone done. The other customer and myself left before the other person who still was having issues with their hookup.
Richard F