I originally reserved a 15’ truck at the Route 9 Poughkeepsie location. I was subsequently moved to the John Deli location due to overbooking. When I arrived, I was informed that the reserved 15’ truck was unavailable due to a mechanical issue. The only truck available was a 10’ truck. This created a significant problem because the 10’ truck required me to make two trips to move my belongings instead of the single trip I had planned for with the 15’ truck. More importantly, I received absolutely no notification that my reserved truck would not be available. I have to ask what the purpose of making a reservation is if the customer can arrive and simply be told that the reserved equipment is unavailable. The condition of the truck was also unacceptable. The rear cargo/moving compartment was dirty when I received the truck. There were bread crumbs and an entire club roll left inside. The exterior of the truck was also covered in what appeared to be cooking grease. The truck had approximately 1/8 of a tank of fuel when I picked it up, and the fuel warning light came on after driving approximately four miles. Despite the condition of the vehicle, I cleaned the rear cargo compartment and the exterior before using the truck. The exterior contamination was so severe that, when it rained, the cooking grease on the windshield would simply smear across the glass when the windshield wipers were used, significantly affecting visibility. There was also a serious equipment and billing issue. I had reserved a utility dolly and was charged for it, despite the location having no utility dollies available. I contacted U-Haul Corporate regarding these issues, and the matter is documented with your company. There was an additional billing issue when I returned the truck. I specifically advised the employee that I had been charged for the utility dolly even though one was never provided. I was told, “No, don’t worry about it, it comes off.” It did not come off. I was charged for the equipment, and the amount ultimately charged was also higher than the amount shown on the actual receipt. Finally, I experienced what appears to be a potential mechanical/safety issue with the truck. The ABS system was activating when the brake pedal was depressed. I cannot determine whether this was a faulty sensor or another mechanical problem, but given the overall condition of the vehicle, this is particularly concerning. To summarize, I reserved a specific size truck and did not receive it, was not notified beforehand, was forced to make an additional trip as a result, received a truck with an unacceptable rear cargo compartment and exterior condition, received a vehicle with an extremely low fuel level, was charged for equipment that was never provided, was given incorrect information regarding the removal of that charge, was apparently overcharged compared with the receipt, and experienced a potentially significant braking/ABS issue. This is not what I expect when renting equipment from a company such as U-Haul. This is, without question, the worst experience I have ever had with U-Haul. I am extremely disappointed with how this rental was handled and frankly disgusted by the overall condition of the vehicle and the manner in which the reservation and billing issues were handled. I expect U-Haul to review the rental, the charges, the equipment assignment, the condition of the vehicle, and the documented Corporate complaint. I also expect the inappropriate utility dolly charge and any additional overcharge to be corrected and refunded. I would appreciate a written response explaining how U-Haul intends to resolve these issues.
CM M
Johns Deli And Grocery Inc
(U-Haul Neighborhood Dealer)
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- 3.5 Average Customer Rating
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I felt very unsafe dropping off the truck due to the neighbourhood. As with the pickup, the area available to be able to take the required photos was poor.
Mark WThe people who helped at the counter were really nice, which is why this rating is a 3 instead of a 1. The truck was extremely dirty both in the bottom of the cab and in the truck itself. It looked like it hadn’t been used for a long time, there were cobwebs over piles of detritus on the floor and dusty stains from some unknown liquid that had spilled on the inside walls of the truck. In the cab there was a lot of gravel and dust in the rubber mats, a full soda bottle and random papers under the driver’s seat, and some detritus in the cupholders. It looked like someone had moved from their rustic cabin in the woods and never bothered to clean the truck afterwards, and it was clearly never checked before renting it out to someone else. I was only moving one prop vehicle, so I was able to work through this (I did not feel I should have to clean it, nor did I have cleaning tools on hand). However the truck also needs to be looked at by a mechanic. The shocks were shot, which made the trip pretty miserable every time I drove over a patch of uneven road or potholes - which is inevitable in Poughkeepsie and on the roads I had to navigate. It also was not ideal because the prop vehicle was somewhat fragile and needed not to be jostled around, which unfortunately it was for the whole trip, resulting in a broken plastic headlamp. The brakes also made a slight squealing sound when braking, indicating they’ve been worn down to metal on metal and need to be replaced (and I also had to put a lot of pressure on the brake pedal to stop in time). There was also a deep whooshing/whirring sound from one (or more?) of the wheels that continued throughout driving and slowed in pace when braking, which sounded very similar to a car I once had that needed its rotors replaced. I didn’t notice these noises until the cab had cooled off enough for me to lower the AC, which was very loud and masked these sounds at first. I didn’t really feel secure in the vehicle at that point, and was white-knuckling it the rest of the way to my unloading location, and then again back to Uhaul. Again, the people there are very nice people who were very cordial with me - but the truck was dirty and in need of repair. I was also frustrated that they also added SafeMove to my trip at the counter without letting me know or giving me a chance to review the contract before signing digitally, which necessitated a customer service call after the rental to have that refunded. I also just noticed that I was charged a fuel fee despite refilling the tank to the exact level it was when I received the truck, which means I have to make another call. I always do my best to support small businesses, but this was one of my worst experiences with a Uhaul truck and I probably won’t go back to that location in the future.
GENEVA TThe vehicle we had smelled horribly of pee.
Arisia DI was overcharged!!!!! No gas in van
Terasha N