I was extremely disappointed with the condition of the U-Haul we rented. The interior was visibly dirty, with debris, soiled paper towels, residue, and grime throughout. More concerning, the area was slippery and there was a strong oil-like smell. We took photos immediately and showed them to the store clerk upon returning the vehicle. His initial response was simply, “Oh shoot.” I specifically asked whether some type of adjustment could be made because the truck should have been provided in a clean and reasonably safe condition. He initially indicated that he would make an adjustment related to the gas and told me to grab a drink on him. While I appreciated the gesture, a beverage is obviously not an appropriate resolution for receiving a vehicle in this condition. After I went to my car, the clerk came outside to tell me my card would be charged additional mileage because we had driven approximately 56 miles and he believed we were only going 20 miles. However, before leaving, I had clearly explained that we were traveling round trip to Havre de Grace and returning the vehicle immediately rather than keeping it for the full 24-hour rental period. I had no issue paying legitimate mileage charges; my concern is that the mileage discussion completely replaced any effort to address the condition of the vehicle. The additional mileage does not negate the fact that we were given a dirty, slippery vehicle with an oil-like odor. I have photographic documentation of the condition and would like this rental reviewed by management and an appropriate adjustment or refund considered. This experience fell well below what I expected from U-Haul, particularly because the condition was brought directly to the employee’s attention and was never actually resolved.
Melissa C
Glasgow Exxon
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Newark, DE 19702
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Customer Reviews
- 4.5 Average Customer Rating
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I missed the first place closing by 5 minutes so i had to find an alternate. The office had a smell similar to marijuana. The trailer was beat up pretty badly. They didn't have the appliance dolly i requested so I had to go to a 3rd place to pick one of those up.
Tacker VIt's always a pleasurable experience at this Uhaul location.
DEYATA EHe hooked the trailer up which is more than most uhaul so called authorized dealers do.
Beatrice fNice
Guna S