This has nothing to do with the locations or the manager who I spoke to on the phone at the Bonner Springs Location.This specially goes to U-Haul. I reserved a 26 foot truck and toy hauler to be picked up in Lawrence today at 10 am a week ago. While I understand this is just a reservation the amount of hassle that I had to go through was bull shit. I initially received a receipt on Friday with no call that my location was changed to Bonner springs to pick up the toy hauler only and its time was changed to 1pm. Then I received an email that the uhaul truck in Lawrence was moved to be picked up at 11. After calling the Lawrence location twice I only then found out why the change in locations and multiple locations. I understand that the Lawrence location did not have the hauler but I was given no explanation and had to the local dealers to receive any details. Then I receive a call from a uhaul representative confirming a 1 o’clock pick up time for the trailer after I had already talked with the Bonner springs dealer who stated I can get it at 10 like I initially reserved. So I put the wheels in motion to get these two rentals picked up as stated. Then Saturday comes around and come to find out no uhauls are being returned by customers at the 6th street Lawrence location so we have to go to another location in Lawrence. Then I get a call not from any of the locations I have dealt with and she tells me the other Lawrence location doesn’t have the truck we need. So we have to then go to Tonganoxie to pick up a truck. She was very helpful thankfully and stated that because Uhaul reserves trucks for use before they are actually on the lot we were likely going to be placed in the system to get a truck at another location further away from us. Thankfully we were able to get the truck we needed. All of this to say is that I understand a reservation is just that and things change and I can live with that. But the constant changing, of big details mind you, like the city in which we have to pick up a truck or trailer on the exact day of our move is extremely frustrating. A person can make adjustments based on small changes needed with the right amount of time. That is not what was given. All of this to say you need to improve your contact and reservation system.
Erik H
Vesta Lee Lumber Co
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Bonner Springs, KS 66012
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I hope I get his name correct, Scott, he was very helpful and got us off on the right foot and attitude. It was a bit stressful at the beginning because my stock Ram 2500 trailer hitch was a tad bit too high.
BRETT JThe app is dreadful for so many reasons.
Kermit GThe gear shift lever was very loose making it sometimes difficult to get into Park. The headlamps were aimed so low that I ran with High Beams on and no one flashed their brights at me. The steering wheel jerked when making turns especially when backing up.
James SGreat service!
TYLER N