This was the worst customer service experience of my adult life. Let me preface by explaining, I do not live in Hollywood FL, therefore there is no familiarity with the area. I live several hours away. The moving truck was needed to do one of the hardest things I have ever had to do. Had I know lm the experience I was about to have would be so devastating I would have used Penske or Budget. The vendor was not there for a COUNTER pick up at a junkyard/mechanic with cars squeezed into a very tight space against the building. The many men there initially insured that I was in the wrong location as the lots are marked A,B,C and no one could help me. When I called for help the owner was unhelpful, hard to understand (not due to language), loud & condescending. He eventually directed me to the correct lot, the junkyard. The building was enclosed by run down cars and I stood there with no wifi, 3 feet of space in the hot sun and no clear instruction for half an hour. I tried over and over to “pick up my truck”, taking pictures of my face, the front and back of my license, inviting my husband as a driver, waiting for confirmation texts, and waiting to retrieve the lockbox code before calling customer service who told me that the vendor should be open to help me with a counter pick up. I had to do the “pick up my truck” process three times in this space. Needless to say I was in tears at this point. After so much angst, and one single bad word on my part, now 45 minutes of standing there, it turns out that customer service had to change my reservation to accommodate a self pick up. I did not make the reservation, another Uhaul location made it as a counter pick up at a closed location. Which was its own uncomfortable experience. I have used uhaul dozens of times over the years and am so dissatisfied with the way uhaul has chosen to do business. These locations seem very shady for lack of a better word. Luckily I am reasonably tech savvy woman and have been in uncomfortable situations but had it been one of my young adult daughters or an elder this would have been borderline criminal.
Dominique H
Jamrakk Transport LLC
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Hollywood, FL 33021
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Absolutely ridiculous and disgraceful service. First, took Uber to initial location and it was not a correct address, it was someone’s home. Had to go back home. Uhaul then gave me different address which turned out to be a disgusting junk yard. Went into uhaul “office” and it was empty. Called manager who gave me attitude. Had to open lock box myself and open gate in another lot and take truck out myself. Had to return truck to same place myself. Not appropriate. Should be investigated. Distributor should be removed. I want a refund.
KEVIN G