My U-Haul experience was absolutely horrible. First of all, I wanted to rent a 20' truck in Rocky Mount, VA where I was living. I couldn't do that because U-Haul thought it was a good idea to send all of their trucks to Radford, VA for college move out. Other people, such as myself, were moving at the end my lease, too. So, due to this, I was forced to rent a 26' truck in Bassett, VA (larger truck and 24 miles away, one way). Second, I requested in person check-in, that didn't happen. I received a message from Elliots's Garage approximately two hours prior to pick up time that said he went home early and to call U-Haul to find out where the key is. Upon arrival, I called U-Haul to check-in and find out where the key was. The person that I spoke with was not very helpful to walk me thru the online check-in. I was not aware that I would be required to take photos and upload them or any of that. When I was scanning the back of the driver's license, the system would not scan the license. After more than 10 minutes of trying over and over and telling the representative it's not scanning, she finally asked if I had the option to take a picture of it and upload the picture in which I did. Then, after getting through that frustrating situation, it's time for me to make the payment. I entered my VISA debit card information and receive a message that U-Haul is going place an additional $100 hold on my debit card because it's a prepaid card, in which it's not. I asked the representative how we can get around this and received no suggestions at all. I did not see anywhere at the time of reservation where there would be an additional $100 hold put on the card used to pay for the rental. So, I had to call a friend in Pennsylvania to ask if I could use her card and then send her the money as soon as I got done with the check-in process. Fortunately, that's what I was able to do. At this time, I was given the code to unlock the box to get the key. That was a task in its self cause the digits on the lock were so weathered and rusted, they would barely turn. So, I get in the truck, all is good inside and out. But, again, I have to take a bunch of pictures and upload them to U-Haul. After all of this, finally we can drive the U-Haul the 24 miles to the location where I was moving out of. This was a very frustrating, discouraging, and ridiculous experience. When we returned the truck to the predetermined drop-off location, the fuel gauge was sitting on full and the truck was swept out. So, from the very beginning, I was required to pay an additional $17 for the larger truck that I did not need, I had to travel an additional 48 miles (round trip) to pick up the truck because that was the closest one due to U-Haul sending all their trucks to Radford, VA. Then, U-Haul has the audacity to charge me $21.38 for five gallons of fuel. The current mileage rate per mile is $0.70 per mile. I had to drive 48 miles out of my way just to get a U-Haul truck, 48 miles at $0.70 per mile is $33.60. So, the $17 extra for the larger truck that I didn't need nor want and the $33.60 for the extra miles I had to drive just to pickup the truck, that's a total of $50.60 more than what I should have had to pay. And then, I am emailed a receipt for $21.38 for five gallons of fuel. That's completely and utterly ridiculous. If this is how U-Haul chooses to treat their customers, I don't want to be an U-Haul customer again!!
Troy G
Elliotts Garage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Bassett, VA 24055
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Customer Reviews
- 4.0 Average Customer Rating
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Elliott’s Garage has a knowledgeable staff who efficiently made this rental stress and worry free. Much better than the previous rental which was frustrating, nerve wracking, instilling slack of confidence in the rental experience. I will use Elliott’s for any future trailer rental needs.
Michael MDon’t tell the customer you have to return it at one time when in reality it’s a different time then that customer gets charged for another whole day.
Linda CDrop the location.
Rodney PThe truck was ready for me at my pickup time. The staff was quick to get me loaded and started. I was able to return my truck without any issue. I am very appreciative of the team at Elliotts Garage.
Melissa D