Misinformation on rental policies as far as renting and returning an auto trailer. The trailer was originally to be picked at a different location on Saturday morning at 8 am but the reservation office mistakenly put the reservation down for Friday am rather than Saturday am(which was clearly stated on my online reservation invoice). Since I didn’t pick it up on Friday, they termed this a no show and cancelled my reservation. When I was on my way to pick up the trailer Saturday morning, I called to see if I could pick it up a little earlier to get started on my trip sooner, I was told there was no trailer available because I hadn’t pick it up the day before! I was directed to another location much further away and only accessible at more restricted hours. There was no attendant present at that location, only a kiosk type check in and a long wait to get a trailer. Was told a trailer rented on Saturday at 10 am had to returned by 5 pm that same day due to the facility being locked up at 5pm. That put a tremendous amount of pressure to transport the vehicle to its destination and back by closing time. The previous location allowed the trailer to be dropped off in the evening of the rental day. On the trip returning the trailer on Saturday afternoon , I called to confirm that the trailer was on its way back then was told it didn’t have to be back until 4:30 pm the following day , so no rush. Trailer was returned around 4:30 the following day. The final bill was for 2 rental days vs the 1 day it was rented for originally. I have always had good experience with U-Haul rentals, but this last experience was awful. I called afterwards to speak to someone when I felt I was double charged for the rental and the person explained in detail the rental policies regarding timely returns and charges that were incurred because the rental was out for greater than 24 hours. I completely understood his explanation but was told by someone at the facility that I would be able to drop it off the following day before the facility closed at 5 pm and was not informed there would be an additional fee. Overall, a very stressful day, with the expectation of delivering the vehicle and trying to rush back for the drop off within a shorter time frame than was originally expected at the original rental facility.
JOHN L
Midgard Naples 2
(U-Haul Neighborhood Dealer)
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- 4.5 Average Customer Rating
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The virtual assistant might be helpful, but it works against the physical agent on site. He had provided a dolly to us in the rental, but the virtual assistant told another client there was a dolly available. The two systems need to communicate better as far as stock availability as that was the last dolly and she took it before we could.
Rodney aTold on phone someone would be there. Had to use virtual employee. Left key in Dropbox. Day later was charged $17 for fuel. Brought back same as I got truck. It’s why I wanted employee in person. Was given truck a little below 3/4 Stopped on rode near drop off to put gas to the spot. Oh well.
john qThis place need to have a big advertisement announcing the U-Haul service. The trailers are behind the building and no U-Haul sign in the front.
Teresa SThey need more help especially first weekend of the month.
Mark V