Subject: Request for Resolution – Failed U-Haul Truck Share Pickup and Reservation Guarantee Dear U-Haul Customer Service, I am writing to express my disappointment with my recent Truck Share pickup experience at the Reston Mobil location (11410 N Shore Drive, Reston, VA) and to request that U-Haul honor its $50 Reservation Guarantee. I arrived at the pickup location at my scheduled pickup time of 9:30 PM expecting a quick and convenient self-service experience. Instead, I found the location was completely dark, making it extremely difficult to locate the key lockboxes. It took me approximately 25 minutes just to log into the app, find the correct lockbox, and unlock it in the dark. After finally opening the assigned lockbox (Box 7) using the code provided in the U-Haul app, I discovered that there were no keys inside. At that point, I had no way to begin my rental. I then spent more than 30 minutes waiting for customer support before finally reaching a representative. After explaining the situation, I was told that my pickup would be rescheduled for 9:30 AM the following morning. When I returned the next morning, I expected the issue to be resolved. Instead, I was told I had to restart the entire Truck Share pickup process from the beginning, forcing me to repeat the online check-in process and wasting even more time. This experience was frustrating, stressful, and entirely preventable. The Truck Share program only works if the equipment is properly prepared before the customer arrives. Customers should not have to: Search for lockboxes in complete darkness. Spend 25 minutes locating and opening the assigned lockbox. Discover that the assigned key compartment is empty. Wait over 30 minutes for customer support. Return the following day and repeat the entire pickup process. I believe U-Haul failed to provide the reserved equipment at my scheduled pickup time, and because of that, I respectfully request that U-Haul honor its $50 Reservation Guarantee. I also encourage U-Haul to improve its after-hours pickup process by ensuring that: Key lockboxes are verified before each reservation. The lockbox area is properly illuminated for customers picking up vehicles after dark. Customers who are forced to return the next day are not required to repeat the entire online check-in process. I have been a U-Haul customer for many years and have always expected a reliable experience. Unfortunately, this pickup fell well below those expectations. I appreciate your time and look forward to your response and an appropriate resolution. Sincerely,
JUSTIN D
Reston Mobil
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Reston, VA 20190
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Better lighting for parking drop offs after dark. More parking for drop offs. Better lighting at key drop box.
Ashish PNo human on site for pick up, and online method was not really working. Luckily, spoke with Ashley on the phone who walked me through process. Other than that, cargo can was clean and great and all went smoothly. Thank you!
CLINTON ONo one on site to assist with the stressful process.
Kenneth KOne of the best locations. Super friendly staff and service. Mobile pickup was a breeze so was return. OUTSTANDING!…
Shishir P