Only moved a table and they charged me for a cleaning fee would not recommend it and then the truck sounded like vrap was not happy at all
Jennifer D
Military Road Mobil
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Federal Way, WA 98001
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Customer Reviews
- 2.0 Average Customer Rating
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I got a call last minute that the location I reserved at was overbooked and I had to go to a second location where the truck was also not ready this delayed my reservation by about 30 minutes also I was told when I made the reservation that the amount due would be $36 but I was actually charged $116.
Rachelle B$25 cleaning fee- there was no cleaning required or needed.
VINCENT DDirections were not clear enough for pick up instructions. There needs to be more information communicated to case station employee.
Michael SU-Haul Team, I am writing to share my recent experience with your service, which, unfortunately, did not meet my expectations for a smooth and customer-friendly process. I initially reserved a vehicle online, selecting a location a few miles from my home for convenience. However, I was informed shortly after that the reserved vehicle was unavailable at the chosen location. Despite this setback, I opted to proceed with an alternative vehicle but encountered several significant issues. Firstly, the transfer of my reservation to another location was mishandled, leading to an unexpected and substantial increase in mileage—over 25 miles each way—to pick up the vehicle. This inconvenience was compounded by the absence of a proper access code, which necessitated approximately two hours on the phone with customer service to resolve. This delay not only disrupted our schedule but also added unnecessary stress to our day. Furthermore, I was assured by a customer service manager that an extra day would be added to our rental at no additional charge to compensate for these issues. Unfortunately, this promise was not honored, as we were later faced with extra charges for mileage that we incurred due to the initial reservation error. This resulted in an additional cost of $100, which seems unjust given the circumstances. The vehicle return process was equally frustrating. The drop-off location was initially unable to locate our reservation in the system, further complicating matters and delaying our plans. It appeared that the reservation had not been properly entered into the system after being transferred, a critical error that placed us in a difficult position. In reflecting on this experience, it is clear that communication and system errors between the original location and customer service significantly impacted our rental process. I would appreciate a review of these charges, particularly the extra mileage fees, and a confirmation of the additional day that was verbally promised by your staff. Thank you for taking the time to address these concerns. I hope that feedback such as this will assist U-Haul in improving service and coordination in the future to prevent similar experiences for other customers.
TYLER F