Dear U-Haul Customer Service, I am reaching out regarding a recent rental experience that was extremely frustrating from start to finish. Upon arriving to pick up our rental, there were immediate issues obtaining the vehicle. The location staff informed us that they had no affiliation with U-Haul and would not be able to assist us with any problems related to the rental. Once we finally received the truck, we discovered that the lock securing the back of the truck had already been cut open, meaning we did not have a working lock for the entirety of our rental period. Additionally, the equipment we reserved was not included with the truck at pickup. We were required to drive to a separate location to retrieve the equipment ourselves. We were informed at that time that we would receive a credit for the inconvenience and extra travel, but no credit was ever applied. We were then instructed to return the equipment to yet another separate location, which caused additional unnecessary time and mileage that we believe should also be credited. To make matters worse, when returning the rental, both the website and mobile app were not functioning properly. We attempted multiple times to contact customer service for assistance and were unable to reach anyone. After significant delays, we were eventually able to complete the return through the app ourselves. However, the final charges did not match the pricing and information we were originally provided. Overall, this rental experience involved multiple inconveniences, wasted time, additional driving, lack of support, and inaccurate billing. We are requesting that this matter be reviewed and that appropriate credits/refunds be applied for: * The missing lock/security issue * Having to retrieve equipment at a separate location * Having to return equipment at a separate location * The billing discrepancies compared to what we were originally told We would appreciate a prompt review and response regarding this situation.
Tyler E
Furniture & Mattress Discounters
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Phoenix, AZ 85022
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Very scary part of town. We had a hard time getting the lock open, store was closed and quiet a few skecky people hanging out in the parking lot. Did not feel safe at all!
Kristie RThis location is full of dangerous people. The truck was opened when I got there and the dolly was missing. The blankets were thrown around. There were soda cans in the truck. It was sketchy
Kyle JCould not pickup truck using app before location opened. App would not function. Had to drive over two hours back and forth to return after location opened to pickup truck. At return the Rep at location could not answer any questions about fuel cost. I could not leave to go fill up with fuel before checking in.
DANIEL DThe
Heriberto L