I want to be very clear: I would never rent from this U-Haul location again. This was one of the most unprofessional business experiences I’ve ever had. To start, we reserved a 9-foot van, but upon arrival we were instead assigned a 10-foot box truck without explanation. When we arrived to pick it up, we were left waiting outside on one of the coldest days of the year for over 20 minutes with no staff present. The location appears to be an unattended lot with no on-site assistance, and the property itself looked abandoned. There was no clear way to access help or speak with anyone. We were scheduled for a 24-hour rental, with pickup at 4:00 p.m., but did not gain access to the vehicle until approximately 4:20 p.m. The following morning, before the original return time, we extended the reservation online, paid the extension fee, and received confirmation that the extension was approved. At that point, there were still 5–6 hours remaining before the scheduled drop-off. Despite this, the manager at this location attempted to charge my card again—this time for $77, even though the confirmed online extension was $21 and change. When her attempted charge did not go through, she called me hours before the scheduled return and threatened to report the vehicle as stolen and involve the police. I explained calmly that the extension had already been paid online and confirmed, and that there was no reason for her to independently attempt additional charges—especially at more than three times the actual amount. Instead of addressing the issue, she abruptly hung up on me. Multiple attempts to call back for clarification were ignored. Because of this threat, I was effectively unable to use the vehicle for the remainder of the rental period due to fear of a frivolous police report being filed simply because I did not allow an unauthorized charge to go through. Resolving this required contacting U-Haul corporate and being transferred through multiple departments until someone finally understood the severity of the situation. Eventually, a district manager (I believe her name was Soe, spelling uncertain) intervened and resolved the issue professionally and appropriately. Her handling of the matter was the only reason I did not walk away from U-Haul entirely. This situation was unacceptable. Customers should not be subjected to unauthorized payment attempts, threats of law enforcement, or intimidation tactics. I strongly advise others to be cautious about providing payment information at this location. The district manager demonstrated exactly how this should have been handled. Unfortunately, the on-site manager did the opposite. This level of conduct should not be tolerated at a company of U-Haul’s size and reputation.
Alexis C
Exquisite Scrubs LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Atlanta, GA 30315
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- 2.0 Average Customer Rating
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This made for the worst U-Haul experience of my life. I originally tried to pick up from this location and ended up having to go to 2 other locations because no one was here and the space looks abandoned (The location at 355 University AVE SW was also terrible). I barely wanted to get out of my car here. It doesn't feel safe and I strongly recommend shutting this location down.
SAMARIA WBetter customer service. Person at this dealership was unknowingly rude, and unprofessional.
Ernest DI attempted numerous times to call the location without success. I returned the vehicle and the site was unattended at midday. I returned the vehicle 20 hours before it was due and with slightly more fuel than when I collected the vehicle. I took photos of the fuel level, vehicle and keys being deposited in the return key lock box. The following day I received an email from U-Haul stating that I hadn’t returned the vehicle, I immediately contacted U-Haul and explained the situation and the return depot was unattended and not answering any calls. I have now received confirmation of the return of the vehicle and I have been charged for refuelling the vehicle even though it was returned with more fuel than when I collected it, I also have photos to prove this. DO NOT use this U-Haul location, terrible service and falsely charged for fuel, would never recommend this site, if it wasn’t for the excellent service received at the collection depot I would never use U-Haul again!
Michael HI've called over and over and over again.Cannot get anyone on the phone and no one's returned.My call, I responded to an email, no one responded to my email.I was overcharged by a hundred and six dollars.I was charged 43 days when I only used two I was charged forty five dollars for safe move when i've never approved that, and I was charged eleven dollars and twenty five cents for gas, when I only went sixty one miles, and I put four and a half gallons of cash in it right before I return and put more gas in than I use
Keith B