I got charged for gas I even though I refilled the truck up to the EXACT level I got it out
JAKE C
Master Rental
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Bloomington, IN 47404
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Customer Reviews
- 4.5 Average Customer Rating
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I turned in my truck and trailer in the middle of the night, so I didn't meet the personnel. This isn't a complaint, by the way. I'm just letting you know why I didn't rate them. I'm sure they're very nice. About your technology: I felt like I was guessing where/how to turn in my equipment, though. The tech/texts/emails were confusing, as if you'd started to set up several different systems over the years, then half-abandoned them before they were complete, but left pieces of them still running, still sending out messages to customers. For instance, I was told I needed to have a well-charged phone at equipment pickup, which I assumed meant you were going to install an app to track me and advise me where to turn in the equipment, but then...? No mention of the supposedly required well-charged phone at the actual pickup? So, yeah. I got so many texts and emails from different numbers and email addresses that didn't explain it clearly in a single go, and in the end had to call the hotline and just ask a human how and where to turn in my equipment. The customer service representative on the hotline guided me to a webpage that didn't appear to be obviously mentioned in any of the emails, on the website, or anywhere, and I was asked to type some information into a webform. I guessed where to turn in my truck, really, since there were several locations in the town, and luckily, I guessed right? Later, I just went to a uHaul location and asked them if I had actually turned in my truck in a way the system would recognize, because I still didn't know for sure, and didn't want to pay for it if I'd made a mistake. Every one of the humans I met was wonderful and understanding, but it seemed like uHaul's technology was setting people up to fail, so they could be charged extra if they guessed incorrectly. That was a yucky feeling, being confused by a barrage of sometimes contradictory information, and walking away thinking I might or might not be charged extra because I couldn't read all of that while exhausted and in the middle of a move. See, a lot your customers are in the middle of a move. They're exhausted. They don't have access to their passwords/logins or a computer with a big enough screen to read a long, complicated message or series of messages from multiple sources. Please streamline your customer communication. I'm sure it wasn't on purpose, but yikes. That part of the uHaul experience needs fixed ASAP. Your people did everything they could to help, though, in spite of the tech-madness system you make them work with, so give them all a big fat bonus for that. They definitely deserve it.
APRIL ROne of the ramps came off vehicle transporter while loading up the vehicle.
MICHAEL PThe same gentleman handled my reservation, my pick up and my drop off. He was awesome efficient friendly nice.
KIMBERLY YBe more informative, helpful, and correct.
KRYSTAL W