Let’s start from the beginning. I had reserved a 6 x 12’ utility with ramp trailer from the Westlock U-Haul location. Reservation confirmation was sent by U-Haul for a 6 x 12 trailer at the Legal location. Not happy with the 40 km one way direction Drive I’d have to make to legal. I figured it is what it is. Our pick up time was for 10 AM. We drove in from Edmonton to pick up the trailer only to find out that it wasn’t there. They had no recollection of the reservation could not find the reservation and said that they don’t deal with you all. Looking out into the parking lot there was not a single U-Haul rental item. So we headed to Westlock thinking that there was an error and that the trailer was sitting at the Westlock location. Upon arriving in the Westlock location, they did not have the trailer either. I called U-Haul let them know about the experience at the legal location and was wondering where we have to pick up our trailer that we reserved. They said that the location in Westlock legal and Barrhead do not deal with utility trailers and I would have to drive to Edmonton to pick one up in Mill Woods. So I called the Millwood’s location and they don’t deal with utility trailers either. And then called back to U-Haul The customer service booking agent over the phone, then changed my reservation to a truck that was located in Westlock for the time being not sure why. I already have a truck. I don’t need a truck. I need a trailer. The U-Haul representatives at the Westlock location were both on their phones as well as the computer trying to find us a trailer. I then called the legal location, asked them about the reservation. They said they can see that there is a reservation for me to pick up a trailer at their location. However, the trailer is not there and it was still out with the previous customer who was supposed to return it by 10 AM. The legal location called the customer asking when they planned on returning the trailer and they said within an hour. We then drove back out to legal only to see that the trailer we had reserved had not shown up, but a covered trailer had. When we went in to see if the enclosed trailer was in fact the trailer we were waiting for we found that it is the one that U-Haul had changed it to in one of the confirmations which was not what I reserved or could use. The legal staff could not figure out where the reservation was how to process it and needed assistance from U-Haul themselves. We ended up taking the enclosed trailer, hoping that the items that we had to pick up would fit being that the items need to be loaded with a forklift. We managed to make it work with the enclosed trailer, however, it would’ve been a lot easier with the utility trailer we initially reserved. The two gentlemen at the legal location where ultimately basically useless. The two in the Westlock location went far and beyond what they needed to do to help us out. And we appreciate all their help. We ended up, dropping off the enclosed trailer at their location. By the time it was all set and done we were able to pick up a trailer two hours after our initial pick up time and driving an extra 160 KMS.
Kelly O
Legal Esso
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Legal, AB T0G1L0
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Customer Reviews
- 3.5 Average Customer Rating
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Trailer had mud splattered all over the front. Two of the four tires were in poor shape and one of them was actually worn down to bald on the inside edge. There is no trailer jack so it is difficult for one person to hook it up due to the weight.
Dave HThe small enclosed trailer needs an electrical extension wiring harness… that this location did not have… had to go home and make my own. Not good.
Greg LI've booked the trailer in one week in advance. I got booking confirmation that I can pick trailer up the trailer in location that I choose. One day before I got a callfrom uhaul that I had to drive another city to pick the trailer on gas station instead of uhaul facility. But after 20 minutes I got another uhaul call that there are trailer no available and I have to drive 42 km from the city to pick thd trailer on gas station. The trailer was icy and we had to pick trailer up together with the guy who worked on gas station and hardly to connect to the car. The guy who gave me the trailer said that I had a luck that have 2 workers on gas station. Uhaul made refund for $50. I think it could be more. I will never use Uhaul again. I will got HomeDepot next time. Your service was so terrible!
Artem BLights not working but usable Had help from owner. He was excellent in service
Timothy M