Overall, this rental experience was very frustrating and I felt that the U-Haul agent had made a misrepresentation of what U-Haul would provide in the filling of my reservation. I would appreciate some compensation for this situation, preferable in the form of a refund of the fees charged, as I am not likely to use U-Haul Rental Equipment in the future based on this experience. I had ordered a dozen of the furniture pads to be provided with the truck rental in my reservation. A couple of days prior to the date arrange for the U-Haul Pick up, the pick-up location was changed to the Galena Mart (which is a Shell Gas Station) on 320 W. Galena Blvd, Aurora. I actually called the U-Haul Storage Facility in Aurora at 1282 N. Lake Street and spoke with an U-Haul agent to confirm that the furniture pads would be available at new pick-up locat at the Galena Mart Shell Gas Station. The agent put me on hold for a few minutes, stated that he call the Galena Mart and confirm that the dozen furniture pads would be provided with the truck rental at the Galena Mart. When I arrived at the Galena Mart Shell Gas Station and requested the dozen furniture pad be provided, the Galena Mart clerk told me that they don't typically have these furniture pads and I would need to go back to the 1281 N. Lake Street U-Haul Facility and pick the furniture pads at that location. I was very frustrated by this situation, which had the first U-Haul agent been totally honest with me, I could have stop at the U-Haul Facility at 1281 N. Lake Street and picked up the furniture pads then went on to the Galena Mart Shell Gas station and picked up the U-Haul rental truck. I had pre-arranged for movers to meet me at the Extra Space Storage facility, so I did not want to back track by going back North on Lake Street to the U-Haul Facility at 1281 N. Lake Street to pick up the furniture pads, when the Extra Space Storage facility is located further South at 232 S. Lake Street in Aurora. Based on this experience, I would not recommend believing the U-Haul agents. I would have stopped at the U-Haul Storage Facility at 1281 N. Lake Street and picked up the furniture pads and then gone to the Galena Mart Shell Gas Station at 320 W. Galena Blvd in Aurora and then picked up the 10" Box Truck. I look forward to hearing back from your customer service representative, so we can agree on the resolution of this misrepresentation of services. Robert Hepfer
Robert H
Galena Mart
(U-Haul Neighborhood Dealer)
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TERRIBLE SERVICE
DAVID CGood customer care
Akulu IBad part of town. Not recommend for women or families.
Matt Wemployees took 55 minutes to get me going. couldn't find the key. they didnt hsve anything ready. i asked the guy i assume was the manager to expedite my rental, he said i can just close the window, meaning he would not rent the equipment to me. i explained i had paid help waiting to load the truck, he shrugged and walked over to the other window to serve gas station cust. i adked if he really wanted to earn my money, he claimed he doesn't make any money on uhauls, he just offers a service. then i find he started the session to report equipt condition and my session was expired.
Dale M