Dear U-Haul Customer Service, I recently rented a U-Haul for pickup at 3:45 PM on Saturday. When I arrived at the location, no one was there. I waited about 20 minutes before someone finally showed up and asked why I was there. After I explained that I was there to pick up a truck I had reserved online, he informed me that the vehicle smelled strongly of marijuana. I made sure he added a note to my rental agreement documenting that the truck smelled like marijuana before I rented it, so I wouldn’t be charged a cleaning or smoking fee. Additionally, although I had requested a hand truck, there were none available at the location. The representative also edited my reservation, which caused my drop-off location to change from King George, VA to Fredericksburg, VA. Because of that change, I was charged more money, even though I didn’t request or authorize the modification. This was my first time renting from U-Haul, and unfortunately, the experience was very disappointing. I hope this issue can be reviewed, the additional charges corrected, and steps taken to prevent this kind of situation for future customers. Thank you for your time and assistance.
Zackary A
CARSMART USA
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Mechanicsville, MD 20659
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Customer Reviews
- 4.5 Average Customer Rating
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Definitely a great location with great personnel.
CORY JHours for office stated 0930 they did not arrive to open till 1030-1045 but was able to get equipment and head on my way
RICHARD JWas not notified about a fee for dropping off after hours. It was still within the rental agreement time. I would have chosen a different location.
GEORGE SGreat customer service. Owner was very helpful when loading car onto auto transport.
Laura T