I prefer to talk to in person transaction & not on line. Sometimes, on line only transactions dies not work right & can be very frustrating on both sides.Edna S.
Arizona Gold Depot
(U-Haul Neighborhood Dealer)
One-Way and In-Town® Rentals in Mesa, AZ 85205
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- 3.0 Average Customer Rating
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I rented a truck with blankets and an appliance dolly for an out of state move over a weekend. I was told in advance that the location would be closed, so I would need to use my phone to check in and get access to the vehicle. I was not told that this process would require multiple forms of ID, some options of which were a passport or lease agreement that, of course, I did not have on hand. I chose another option to have U-Haul contact friends/family members to verify. This system returned error message after error message, not allowing me to use my father (who shares the same first and last name but not middle initial), and also requiring a very specific format for phone numbers without being clear what that format was. After about 45 minutes and an extreme amount of frustration, I finally got access to the truck. The truck did not contain the blankets or appliance dolly that I ordered when reserving the truck. To solve this problem, I contacted customer service, who directed me to another nearby location for both items. When I arrived there, that location still did not have the dolly available, and the employee mentioned something about charging me for the blankets - which I had already paid for. I once again contacted the customer service department, and was directed to a THIRD location for a dolly. In combination with the faulty and frustrating phone check-in system, this error cost me over two hours of time, gas, and stress that I didn't need. Not to mention the fact that my moving helpers were standing around for that time waiting on me to arrive. Moving is already stressful when things work out properly, which is why I reserved the truck and additional items ahead of time. I explained this to the customer service agent, and asked for a credit with those things in mind, and was given a measly $50 return. I was told that a supervisor would contact me about increased compensation, which still has yet to happen. In 2022 it should not be too much to ask for to A) have a functioning and user-friendly automated system; B) actually receive the items you request and pay for in advance; and C) receive significant and meaningful measures in return if the prior things are not possible. After this experience, I will never again use U-Haul, and I will be sure to dissuade my friends and family from the idea as well.John B.
I had a great experienceBarbara G.
Wow your survey has nothing to do with the service of your company. One I was first transferred to another location 30 minutes prior to pick up which is understandable. But I get there and she is confused as she doesn't have any trucks for me. Called a local rep and they had me go to a 3rd location. Once I arrived per the statement from the man on the phone and with the other lady at the second location we were supposed to meet someone. No one there. It also took them 25 mins to send me a link to even get the truck yes you company me on the time but after trying to get in the truck as the lock is stuck. Complete frustration during this whole process from the location, link to the lock. Not even the worse of it. I get into the truck and it doesn't even show milage just dings as they gave me a truck with 23 miles till e I have a picture if needed. Worst experience ever! Truck survived but I have moved many times and used uhaul but I have never experienced such hassles trying to actually pick up or even an empty truck. I was the nice customer as I didn't want to leave the next person to recieve the truck with only 23 miles left as moving is stressful enough so they have at least 50 to 60 miles before its empty. Such a Pity to deal with this. I even tried to lock the back of the truck not sure if the 110 degree weather caused issues but couldn't even get the lock back on the hatch! There has to be another way!Ciara W.