Dear U-Haul Customer Service, I am writing to formally express my deep dissatisfaction with the service I received, which I consider one of the worst consumer experiences of my life. I had a confirmed reservation for an 11-foot truck scheduled for 10:00 AM, which was essential for my move. I had rented a storage unit and needed to relocate all my belongings, as I was leaving the country with a flight booked for 8:00 PM on the same day. I made this reservation well in advance to avoid any issues. However, upon arriving at the location on time, I was shocked to learn that the truck I had reserved was not available. I remained there until approximately 11:40 AM, during which I was repeatedly told to wait, with no immediate solution offered. Eventually, I was given a smaller vehicle as the only available alternative. Left with no choice and under significant time pressure, I had to accept it. This last-minute change caused significant disruption for me and my family. I had to make multiple trips, which led to additional expenses and stress, and nearly made me miss my international flight. What was supposed to be a smooth and organized process turned into a chaotic and costly situation. I do not recommend your services based on this experience. I request a formal acknowledgment and appropriate compensation or rectification for the inconvenience and damage caused. Otherwise, I will be left with no choice but to make my experience public across relevant platforms, as a warning to other customers.
RAFAEL D
IGC Convenience Store and Laundromat
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Bedford, NS B4A1C8
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Nothing to improve at this location. Very accommodating dealer. Friendly and enthusiastic customer service. Thanks again.
jean bmore informed staff
MICHEL G- the lock box is too high for 5’5” person to torque the lock easily…the lock took at least 5 minutes to get off in cold weather; my hands were freezing. - the site manager has difficulty speaking and writing English; have a quieter location and double check email spelling etc. I never got the text or email for 24 hours and after two attempts, I called the main U-Haul customer service number and someone there did the reservation for me. - the work environment has children screaming (on multiple calls) in the background which made it hard to communicate, - tell renters that when they arrive to pick up truck it may take 30 minutes or longer to provide references (that U-Haul will call while they wait in my case, in inclement weather at 8 am and they would be waking up my references at home) and the online app isn’t particularly user friendly and slow to process data; I also had to three times reenter all the information I gave the person when I rented the truck two days earlier. - we got on the road an hour later than expected due to the delays at the pickup; it meant I missed out on a business opportunity we planned with the truck and I ran into overtime for employees with me. - the truck was great; easy to drive and met our needs.
COLLEEN ABe open at the time specified on the web.
VICTOR C