I was informed at the time of reservation that I would be notified in advance if any of the equipment I requested was unavailable. Unfortunately, that did not happen. When I arrived to pick up my truck, I was told the six dozen moving blankets I reserved were not available. This left me scrambling at the last minute to find expensive alternatives. The only response I received was an apology for the inconvenience. The truck itself was dirty, and throughout our drive the ABS and AdvanceTrac warning lights remained on, which was concerning. I was later contacted and informed that my drop-off location had been changed because the original location was full. The new location had shorter hours on my drop-off day, but I was assured that after-hours drop-off would not be an issue. When I arrived after hours, there was no parking space large enough for the 26-foot truck. I contacted customer service to confirm I would not be penalized for parking across two regular spaces and a handicap space, as it was the only way the truck would fit. They could not approve this and instead suggested I drive to another location. I explained that we were on our way to the airport and could not accommodate that request. I ultimately left the truck as parked. Thankfully, when I contacted the location the next day, they confirmed it was fine. I also hired moving help through U-Haul, which turned out to be chaotic. The movers’ voicemail was full, and they did not return my call until the day before the move. When I reached out to U-Haul for assistance, the only solution offered was to cancel and rebook with a different mover at a higher price. Adding to the frustration, on the day I picked up my reserved truck, I was offered a $30 credit if I would tow an additional trailer behind it. This felt inappropriate given that key items from my reservation were unavailable, and the additional fuel costs alone would have exceeded the credit offered. The booking process itself was excellent and very helpful. However, my experience from pickup through return was extremely disappointing and stressful.
AMBER A
Move It Self Storage Donna
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Donna, TX 78537
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 4.5 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Sales rep was super helpful! Explained everything and was attentive :)
Adriana GIf someone been register online to pick up a rental truck and have confirmation numbet, there's no reason to do everything again on site
Adrian CThis rental was done solely online, I never spoke with anyone before picking up. I will never rent from you again without speaking to someone in person. This has turned into hands down the worst rental from U-Haul I’ve ever had, and I’ve used your services quite a bit for many years. Being charged extra mileage when I was going to go over the allotted from the get go, should have been caught before I even accepted the rental by someone. Paying $500 for a 20’ truck is ridiculous and had I known it was going to be that much I would have just hired movers to use their own truck. I received a phone call from a local area manager and he was no help. He didn’t understand the situation or what happened, I tried explaining and he just said he couldn’t do anything and would pass it along. Waiting on whoever he passed it along to, to call me and maybe they will understand what happened and can do something then. Your online services are the not up to par with the amazing people you have working in your locations across the US. I feel they would have helped and better assisted with what I needed for my already stressful move. If I could rate a 0 I would.
Marc MMake your truck smoother right I lost over 200 dollars of meat because the freezer door fell off
vince C