When I arrived to pick up my rental, I ended up waiting approximately an hour and a half before I was able to get assistance and complete the pickup process. I understand that there was an issue with U-Haul’s system, and I recognize that the system outage itself was not necessarily the location’s fault. However, the way the situation was handled by the attendant was extremely disappointing. The attendant was working at the location and saw me sitting there waiting, yet never came over to greet me, ask if I needed assistance, or provide any information about what was happening. I was left sitting there trying to figure out what was going on. By the time the attendant finally approached me around 9:40, I had already been on the phone with U-Haul customer service for approximately an hour and a half and was nearly finished resolving the issue myself. Even if the system was down, basic customer service should have been provided. A simple acknowledgment, explanation, or update would have made a significant difference. Instead, I was left waiting with no communication, which made an already frustrating situation even worse. Because of this delay, my entire moving schedule was pushed back. I had to rush through the rest of my move, and the delay ultimately created additional problems later in the process. Moving is already stressful and time-sensitive, and having a rental pickup delayed by this much without anyone communicating with me significantly added to that stress. Overall, I am extremely dissatisfied with the service I received. Unfortunately, this experience has left such a negative impression that I do not plan to use U-Haul again, nor would I recommend U-Haul to others based on this experience. I hope this complaint is taken seriously and that U-Haul looks into how situations like system outages are handled at rental locations, particularly when customers are left waiting without communication. I would appreciate a response regarding this experience and what can be done to address the inconvenience and disruption this caused.
Rian W
Guthries Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Madison, AL 35758
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Customer Reviews
- 4.5 Average Customer Rating
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It couldn't be any easier. Just dropped the truck and keys off and that was it.
Robert TNot switch reservations without confirmation from vendor. We had to move our reservation back to Guthrie's after the one you switched to wasn't open. Guthrie's was good, but never want Uhaul again.
susan cCharged me for extra gas even though I had a picture showing I brought it back with the same amount as when I picked it up. Big scam
DENNIS MVery professional and courteous
Charles F