Booked early August for Aug 28 pickup Reserved a 6x12 trailer. Aug 25 got a email saying trailer would be in cold Lake instead of bonnyville Aug 26 U-Haul called and said can only get a 5x8 trailer now I discussed with the operator that I won’t fit my stuff in a 5x8. She looked and there was only one 6x12 in Alberta and it was in Hanna. I said fine I will take a truck instead. She said there was a 15’ truck in Bonnyville. I asked the price and she said she would do the same price as the trailer. I asked if it was confirmed for sure and she said yes it was booked and was in Bonnyville. I happened to be in Bonnyville so I drove over to speak to someone at site to confirm the truck was there. She said yes it’s here and I see you have the truck booked. She told me to be back at 12pm Sharp on Aug 28 to pick it up as she was busy. I showed up at 12:00 exactly. She wasn’t at the site but the other person there tried calling her and said if I had other things to do to go and come back. I said sure I can pop back in .5-45min. This was at around 12:05pm. At 12:41 my phone rings and she says where are you you had an appointment at 12. I explained I was there and she wasn’t so the guy told me to come back. She complained she is so busy and I should have just waited as she was close by. Not sure how I would know that. Anyways I said I would be right over and got there by 12:50 or so. We went out to look at the vehicle and she said that someone spilt something in the back of the truck and it was all sticky so she just threw a blanket on it and said Saskatoon can clean it when I drop it off. At this point I noticed the truck was a 10’ and not a 15’ like my reservation confirmed and also what I had discussed with her the day earlier. She told me I only booked a 6x12 trailer so I don’t need the 15’ truck. I explained that is not what I discussed with the U-Haul call center or her just yesterday. She said I got a discount and she had someone come in who paid full price for the 15’ so she gave the truck to them instead. I said why wouldn’t you call and ask me if I wanted to pay more or if I could use a smaller truck. Instead she just said it was her business and could run it how she wants. Said I shouldn’t get a 15’ truck for a cheaper price. I said I was willing to pay more but obviously at this point there were no 15’ trucks available. It was the most bizarre and unprofessional interaction I have had at a business. Anyways the other guy offered to let me take a trailer and even deliver it if I couldn’t make things fit as I think he realized I had been screwed over by her and U-Haul. I finally gave up and took the 10’ truck. As I drove out of the parking lot O noticed the dash had a warning on it that said “Engine Oil Low Add Oil” she had the truck running before I got there and the message was there. I was so pissed off and didn’t want to go back and deal with her again I took a picture of the message and told her I would fill it with oil. I stopped at Bumper to Bumper bought 5w30 oil. Pulled the dip stick and there wasn’t a drop of oil on the stick. I added approx 2 litres of oil, took pictures and left. This overall experience was a disaster from the booking to the interaction with the dealer to the truck being unfit for use.
Tyler W
Offroad Perfection
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkNo to approved on. They went up and beyond for customer service
Marcus TEnsure that pick up and drop off locations follow the same procedures and understand what the other will tell the customer. One location charges a deposit (or two actually) and says I’ll get it back at drop off. The drop off location had no idea that I had paid any deposit and was unable to actually return it to me. One location connects the trailer & tells me how to do it & the other says this is completely unsafe and it should have been done like this & this & this. Plus the central location tells me I cannot pickup in town, I must drive to a different community 4 or 5 hrs away one way….which would increase both mileage and gas fees. Then drop off location contacts me and asks me to drop off in yet another location farther away meaning more gas & mileage. Meaning more fees, expense & time. And the drop off location is unaware of the specific equipment I am dropping off! No. I will never recommend U-Haul, I will never use it again, and I will discourage anyone else from doing so.
Telayne PThe lady I dealt was amazing to deal with and she provided a great a customer service
JC DAbsolutely amazing service couldn’t suggest anything to improve on I drive from cold lake due to the the amazing people and service provided by this dealer location
Dale r