We had a horrible experience, but it was the U-Haul dispatch team’s fault, not the DeKalb location. Apparently there is poor communication between the U-Haul corporate dispatch team and their branches. We originally ordered a 29’ truck to be picked up in Pingree Grove. Reserved a week a head of time. We were called the day before that we could only get a 26’ truck, but now need to drive 45 minutes each way to get it. Once we get to DeKalb, the dealer had no idea we were coming and did not have a truck for us. Luckily as we were there, someone returned a 20’ truck a day early. We had no choice but to take that truck. Because the truck was smaller, we spent an extra 2 hours using our pick up truck and van cleaning out our storage unit. We still need to rent a truck again and move that stuff 3 hours north. The only positives were the truck worked well, the manager in DeKalb was nice and tried his best to help, and the return facility in Appleton was run well. No issues there. I rent construction equipment for a living, if this was how I ran my business, I would be out of business. We did return the truck a day early as well. Didn’t make sense with the mileage charge to make 2 trips as it was 200 miles each way. I did try to call the U-Haul customer service number Friday night. Was on hold for 50 minutes and no one ever answered. I finally hung up.
Erik J
Best Karma Creations
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in De Kalb, IL 60115
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Customer Reviews
- 2.5 Average Customer Rating
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The guy is kindly and helpful
Gobinda CIt took almost an hour to get the U-Haul and I did not get the dolly the truck was dirty and they did not know I was coming.
Tina WDidn’t have the truck I needed or equipment then charged me twice for the truck
TAYONIA HWhen we arrived, no keys were in the boxes to allow for online rental. The previous rental had not been closed out and processed to be ready for a new rental. We had to wait for the location to open hours later. When they did open, the corporate office had already closed our rental, charged our card (even though we never took a vehicle) and did not make a new rental. At that point the vehicle was already rented out to someone else. The second truck at that location was not allowed to do a one way rental so we had to use it to move from one apartment to another and then drive the hour back to return it to the same location. Then get a ride back. In the meantime, they charged our card a second time rather than just applying the funds to the new rental. Very disappointed as this was not typical for U-haul from our past experience.
MATTHEW S