To start I booked my reservation 4 days in advance unfortunately it was on a Sunday when the store was closed I never received a notification on how to pick up my rental and the day of my move I was left with no truck and no one to help me find another one from customer service I was told to call around to other U-Haul dealerships to see if anyone had anything I spent four to five hours calling U-Haul, Penske, Enterprise... No one had a truck available or either the locations I called were closed. My move was supposed to take place around 11:00am and I was hoping to be done by around 6:00pm That day by 5:00 p.m. after looking for hours and calling and having no luck I finally decided to just reserve another truck the following day. I had to miss out on work but I was lucky enough to recruit the same friends from Sunday to help me move on Monday. After talking with one of my friends the following day they were shocked to learn that the customer service rep from U-Haul recommended you to call around for another truck according to my friend U-Haul was responsible for getting in touch with me which they didn't and secondly is part of their policy that if your reservation has been canceled delayed or not to your likings that they are the ones to try to find you another rental if possible. It took me 4 hours to call around and another hour calling other rental companies to find a truck with no luck it would have been less of a hassle if the customer service rep had looked in the system to see what could be reserved locally instead of me wasting 4 hours calling around the entire city looking for one something she could have done in less than 15 minutes. I've learned from this experience to never reserve a rental on a day where the shop itself is scheduled to be closed. The U-Haul rep did say that I was called and notified in advance about my reservation but unfortunately I never received it and since it was scheduled 4 days in advance I'm shock that if I didn't receive it and never called back to verify my reservation why wouldn't someone call me a day or two later to see if I change my plans or possibly I was unable to get in touch with them at that time. Instead of waiting until the day of my reservation and rental to learn that I wasn't able to pick up my truck get the keys or even offered a solution by the customer service rep. The only thing that I was told was the keys were inside the shop and there was no way for me to get the truck that day and that I should call around local U-Haul rental locations to see if one may be available for you to reserve.
Christopher H
Grease Monkey
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in North Chesterfield, VA 23236
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Customer Reviews
- 4.0 Average Customer Rating
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Terrible customer service. I had a reservation and last minute this reservation was changed. Then when I picked up truck I was told I could not return to another location even though that is what I was originally supposed to do and I was made to drive an hour back to original location for drop off and told I would be charged 1000k if I did not do this. Rude managers and not willing to work with me at all knowing the reservation was completely messed up. I will never be using U-Haul again.
Lisa WThe guy at the counter was very thorough and polite.
Frank WVehicle fuel gauge showed F. I drove 20 miles then had to put 6.5 gallons of gas (nearly $30) into the vehicle. When I brought this up to the attendant they were dismissive, patronizing and refused to acknowledge that the vehicle was not actually full when I took it. Horrible service and I will be doing my best to communicate as widely as possible that this shop and U-Haul ripped me off.
Ryan MStaff was very knowledgeable and helpful
Douglas H