Extremely frustrating experience from start to finish. I had a 2:00 PM reservation, but the location was locked and unattended until approximately 2:25 PM. The U-Haul website was equally frustrating, failing to process my license and forcing me to restart the process. When the attendant finally arrived, she helped me complete the checkout process. However, despite explicitly declining the $15 insurance multiple times, it somehow ended up back on my bill. Whether the attendant added it or the system automatically reapplied it, I don't know. What I do know is that I had to catch the charge myself and ask for it to be removed. Why is optional insurance being added after a customer has repeatedly declined it? U-Haul needs to investigate this practice and ensure customers aren't charged for coverage they never authorized. When I returned the truck during posted business hours, the location was once again unattended. I had no choice but to drop off the keys and leave a message for the number posted on the locker door, hoping everything would be processed correctly. U-Haul needs to address its unreliable website, questionable insurance add-on process, and lack of staffing during business hours. Customers shouldn't have to wait 25 minutes past their reservation, double-check for unwanted charges, or wonder whether their return was properly recorded. I chose this location for convenience, but it ended up being significantly more frustrating than driving across town to the Kankakee location. I won't make that mistake again.
Michael M
Storage Sense Bourbonnais
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Bourbonnais, IL 60914
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How U-Haul Reviews WorkOrdered protective blankets on the app and they were not there. Need to get a refund for them
JEFF RCharged for 4 days when it was less than 2 days
ANTHONY BI put that if the person was helpful, it was nobody there because he was after hours so I can’t say anything about people helping me and I would recommend a better location which is in Kankakee is the big storage place. I rent a storage unit over there which is amazing. They have a great services at U-Haul place. I recommend that one that one so amazing thank you
Santos AThe service I received from Terry was very professional & friendly on a scale of 1-10 his customer service was awesome!!
Nancy W