No issue with the pickup location but U-Haul reservations is horrible and I am not sure I will ever use U-Haul again as a result. I reserved a 15 foot van over one week before it was needed. The day before my rental was to occur I was told that my chosen pick up location did not have the van I reserved so I was directed to a different location that was further away. Two hours before my pickup time I was called and told that the new location did not have my selected van size and that I now needed to drive to a different city that was much further away to get my rental AND that my selected van size was no longer available at any locations within 20 miles of me so I was told I needed to take a 20 foot van which is much bigger than what I needed. When I arrived at the pickup location I saw the van that I originally rented sitting there so I called reservations to ask why I could not have the van that I reserved and why they lied to me by saying that there were none available. I was told that the van I saw was for "another family that would be picking it up the next day". I asked "what about my family" and was told that I could either have the 20 foot van or nothing. No explanation for why my reservation was changed. While I was not charged for the larger van I did have to use more gas and it could not get to my drop off location due to its large size so I had to use a smaller vehicle to shuttle my furniture to its destination which was a huge hassle and additional expense. I do not appreciate being lied to, I don't appreciate being told someone else that was scheduled after me was more important than me and I do not appreciate getting shuffled around town at the last minute and then ultimately not getting what I reserved. Overall, the experience was horrible and the customer service was not good.
Steve C
Not Too Shabby
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Hewitt, TX 76643
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Customer Reviews
- 3.0 Average Customer Rating
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Dane KKeep working on your app, if you could get that figured out, I wouldn't have any complaints.
Robert RTHIS REVIEW HAS BEEN DELETED ONCE ALREADY. To improve the customer experience, if the reserved truck is not available at the reserved pick-up location, do not move the pick-up location to the truck, move the truck to the pick-up location. Verify that the pick-up location will be staffed at time of pick-up if it is scheduled within normal business hours. 9:30am on a Monday is NOT an "after hours pick-up." Hose the truck off before renting it out. Hose the truck OUT if need be. Pay attention to customer rental tax exemption status and charge accordingly. Have working customer support numbers accessible on the contract. Have those numbers consistently answered in English, with other languages available upon request. Authorize customer support representatives to actually address customer issues. Have a living human being reply to emails instead of a bot.
Allan PThe location was not convenient. I had a storage unit that is a uhaul partner yet I had to drive over 1.5 miles to another location. THere was not a clear area to drop off the truck. I had to call for help. I did not like the location. Althoght the customer service was helpful at 188 go uhaul.
MARK M