Gas station attendant did not have key or combo so pick up took much longer having to contact Uhaul.
Christine G
Shell Ogden
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Naperville, IL 60563
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- 3.0 Average Customer Rating
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Where do I start? Let's begin with the fact that the person who I was supposed to pick up the truck from wasn't even in the facility and the employee took an actual photograph on his phone of my driver's license and sent it to his boss to verify my pickup. This being done specifically after the day before he told me he was going to do this and get one of my credit card because he wasn't going to be there and his computer for pickup was at home and I called customer service and they logged all of this. He then went ahead and charged my credit card on Thursday from home and screwed up my pick date of Friday and my drop-off date of Sunday to now having my drop off date to Saturday. He then also began to privately text me from his personal phone to my personal phone after he looked at my phone number and information off of the U-Haul website. I have no idea what he's going to do with my driver's license now that he has it with my personal information. The employee in the store deleted it off of his phone and he promised that his boss would but I have no guarantee that at what is what happened. Customer service was great if I could get to him but it took anywhere between 30 to 45 minutes to talk to somebody. And believe me, I have talked to people. Probably waited for over 5 hours between Thursday and Friday and talked to customer service for about 7 and 1/2 hours. In the morning of my pickup. I had to cancel my reservation and redo account reservation so that I would have the correct drop off date. At which they charged my credit card twice because he had been charged on Thursday and charged on Friday. I did get my credit back as well as $150 for all of the problems that I suffered from. But none of these should have happened. This facility should not be renting U-Haul trucks. The owner even admitted that he didn't know what he was doing and he was new to all of this. But he should never be taking the computer home that is used for U-Haul business. It should be in house and he should not be taking driver's license and credit card pictures and sending them home to somebody else. Off-site. Especially when I already had a reservation and had scanned my driver's license and give him my credit card already when I booked it which was at a different location close to my home. This location was a 45-minute drive for my home and completely out of the way and I had to convince a friend to take off the morning before they came into work to drive me and drop me off there just so I could get my truck because I was not going to leave my personal automobile and a gas station parking lot for 3 days. Honestly for all of the things I had to deal with I should have gotten the rental for free.
Mike AThis was not the drop-off location that I originally had chosen when I made this reservation on the U-Haul website. I selected the Marathon Gas & U-Haul Rentals at 991 W. Ogden Ave. where I had picked up the same truck on April 10th, but when I picked up the truck at the U-Haul Moving & Storage of Bronzeville I discovered that the drop-off location had been changed. The employee showed me the reservation system on his screen because it wouldn't give me the Marathon Gas & U-Haul Rentals location as a drop-off option. So I selected the Shell Ogden. I called ahead of time to let the gas station know that I was dropping off a truck. When I showed up, the employee was nice enough but didn't really seem to know what to do. There was no U-Haul logo or sticker anywhere inside or outside of the station. I left the key with him as well as the printed contract, as he said he would need to give that to the manager/owner. I received a call on Wednesday morning notifying me that the truck return had not been processed and that the truck was considered stolen, so I called U-Haul and spoke with a customer service representative in northwest Indiana. I explained the situation to her and she said someone would follow up with Shell Ogden. Fortunately I had taken photos of the truck, including the gas level and the dollies that I had rented, as proof of my return – I ended up not needing to send those, but it seemed odd that the truck return had not been processed yet.
Albert L