I was extremely disappointed with my recent U-Haul rental experience, particularly the lack of preparation and customer service surrounding a 7:30 a.m. pickup. I was essentially told to “download the app and go from there.” In my opinion, that is not an adequate substitute for providing clear instructions or customer service, especially for an early-morning pickup when an employee may not be available to assist. Much of the required pre-registration could—and should—have been communicated and completed during the 24 hours BEFORE my scheduled rental. Instead, the only meaningful communication I received was essentially, “Meet at this location at this time.” Somehow, I was then expected to magically know how to retrieve the truck. On the morning of the rental, I had to scramble to get the app working, photograph and upload my identification, enter credit-card information, complete additional steps, and then go on what felt like a treasure hunt to locate the key in a rusty orange box secured by a rusty lock. This was happening around 8:00 in the morning when I should have already been on my way with the truck. To make matters worse, the truck was provided to me with only about a QUARTER TANK of gas. The app-based process did not make the return expectations sufficiently clear to me, including whether I was supposed to refill the truck completely, return it at the same quarter-tank level, or exactly how the check-in process was supposed to work. I was then charged a $30 refueling fee PLUS approximately $30 for gasoline. My biggest complaint is not simply the additional $60 charge. It is the overall lack of communication and customer service. If U-Haul is going to rely heavily on a self-service app for after-hours or early-morning rentals, customers should receive detailed instructions well BEFORE their pickup time. Identification verification, payment information, app setup, pickup procedures, fuel expectations, key retrieval, and return instructions should all be explained clearly in advance—not discovered one frustrating step at a time while the customer is standing in a parking lot trying to pick up a truck. Technology should make renting a truck easier. In this case, it seemed to replace customer service rather than improve it. Based on this experience, I am unlikely to use U-Haul again, and I would hesitate to recommend the service to others. Better advance communication, clearer fuel and return instructions, and a more professional pickup process could have prevented nearly every problem I encountered.
Edward M
Qwik Pack & Ship of Flowery Branch
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Flowery Branch, GA 30542
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.
Services at Other U-Haul Locations
Customer Reviews
- 4.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Verified Customer Reviews
Every review is tied to a real U-Haul reservation or contract.
How U-Haul Reviews WorkTruck was old and worn out
Timothy MCheck the oil pressure gauge. The pressure seemed like it may be low. But it never moved, never got hot/overheated so I am not sure if the gauge worked. Great little truck, just the right size. The height was a little short for the fridge. Had to lay it on its side
Adam NThis was easiest U-Haul rental I’ve ever done. Zero issues for the first time ever with U-Haul.
Cesar GEverything was fine at this location
Gregory G