Our experience with U-Haul was incredibly disappointing and unprofessional. About 12 hours before our scheduled truck pickup, we received a call informing us that we would not have a truck because the employees had forgotten to leave the keys in the truck the night before. Instead of taking responsibility, the representative compared the situation to "forgetting to leave keys under the mat for a friend," which is not an appropriate comparison when customers are depending on a rental truck for a scheduled move. When I expressed that this was unprofessional, I was told it "wasn't their fault" and that there was nothing they could do. There was no meaningful apology or effort to make the situation right. As a result, I had to drive an additional hour each way to another U-Haul location just to get a truck, adding unnecessary stress, time, and fuel costs on an already hectic moving day. Moving is stressful enough without having to worry whether your reserved truck will actually be available. This experience showed a lack of accountability and poor customer service. Unfortunately, after this experience, I will not be using U-Haul again and cannot recommend them to others.
Anna R
E Z Pawn & Audio & Auto Sales LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Heber Springs, AR 72543
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.
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Customer Reviews
- 4.5 Average Customer Rating
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Liked 24 hour drop off.
Mark KI had to drive an hour to pick up the truck. I made reservations in my hometown (Searcy,AR) in advance so that it would be convenient. It was inconvenient to have to arrange a pickup elsewhere. However, all employees we’re understanding and nice.
Gary ENothing it was great!
Tristan TAfter hours pick up was kind of difficult but made it through. Everything else went fine.
sheldon w