This U-Haul location doesn't always have a person on site who can adequately troubleshoot if there are any issues with your rental. It's better suited to in-town trips than journeys with more mileage. The 9' cargo van that I reserved wasn't available because the previous renter didn't return it. The people in the store and the manager on the phone were apologetic about the inconvenience and tried to be helpful in the morning. No other van was available in our area (nor in Portland). So, over the phone, the store manager offered to rent me a 10' truck at the same price as the van for my 226 mile out-and-back trip (12 hrs for $170.74 + 100 miles free + $0.49 per mile for the subsequent miles + $15 safe move) = $187. This was the amount that showed in the U-Haul App after the reservation was adjusted (same Order # but with the different vehicle) and it was the amount that showed when I started the return process in the U-Haul app, 9 hours later. HOWEVER, at the end of the drop-off process, the app changed the total amount of the bill to $383 (charging the regular truck rate plus $1.49 for all 226+ miles of the trip)... This doesn't even include the $105.33 we spent to refill the gasoline before returning the truck! (The truck's gas mileage is certainly worse than if we had been driving a van.) This bait and switch on the price caused a lot of stress and it took over a day to resolve. (Absolutely no mention of the $50 reservation guarantee, either.) The store representatives keep telling me to call people, including Dean and Ruther (no last names given); and I had a hard time getting ahold of anyone. Update: as of the following morning I talked on the phone with Ruther, the area field manager, who called me back and was very polite. We talked through things, made a verbal agreement to a satisfactory resolution, and he emailed a receipt when he initiated it later that day. I received the agreed upon refund to my credit card three days later.
Laura J
Bruns Apple Market
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Eugene, OR 97402
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How U-Haul Reviews WorkIt was self drop off so there wasn’t any personnel. The location was convenient and the drop off process was straightforward.
Alan CWindshield was covered in bugs. The folks at the store said I couldn’t do a mobile pickup and had to call some guy’s cell phone they gave me on a sticky note. The truck ran pretty rough, especially on a cold start. Weirdly poor experience for a U-Haul rental.
JOSHUA CSuch an easy pick up and drop off experience and they were all so NICE! Amazing customer service
Shelly MNot a lot of space to hook up a trailer.
ANGELA H