I am extremely frustrated with U-Haul — not with the local location or its staff, but with U-Haul’s reservation system and policies. I reserved a truck at a location less than a mile from my house. Instead of honoring that pickup location, U-Haul gave me only one option: pick up the truck at another location about 10 miles away. Because of this change, I had to travel 10 miles just to get to the pickup location, then drive the truck 10 miles back to my area, drive those same 10 miles again to return the truck, pay for the additional mileage and fuel, and then find my way 10 miles back home. All of these additional costs and inconvenience were caused by U-Haul changing the pickup location — not by anything I changed in my reservation. What is the point of reserving a truck at a specific location if U-Haul can move the pickup 10 miles away and make the customer absorb all the additional mileage, fuel, transportation costs, and time? This is not acceptable customer service. At the very least, U-Haul should compensate customers for the additional mileage and expenses caused by a location change that U-Haul itself makes. Again, my complaint is not with the local staff. My issue is with U-Haul’s policy and the way the company handles reservations. Next time, I will use Penske or another rental company.
WILLINGTHON P
Economart Food & Beverage
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Gainesville, FL 32609
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Super kind and friendly. Thanks so much for your help!
Judy FI did not realize that the dolly was too small, but it was not his fault. I should have requested a furniture dolly.
Federico RWas greeted by a gentleman, took 2 minutes to check out.
John HNot a thing, everything went smoothly
Patrick P