This is now the second time I have experienced the same issue with U-Haul's reservation and scheduling system, and it highlights a serious failure in inventory management and customer service. I reserved a 10ft truck because that was the size I needed. Instead, I was assigned a 20ft truck that consumes significantly more fuel, which I am expected to pay for, and is too large to fit in my driveway. This exact situation has happened before. What makes this even more frustrating is that when I arrived at the pickup location, there was in fact a 10ft truck available and ready to go. During my previous rental, I was told the booking could not be changed because it was outside office hours. This time, the location representative was present and was able to help. He went above and beyond to resolve a problem that should never have existed in the first place. To make matters worse, the U-Haul scheduling team had also booked the wrong pickup time. I had to call the day before to have the reservation corrected because the confirmation I received was incorrect. Scheduling reservations is literally the responsibility of the reservation team, yet I still had to spend my own time fixing U-Haul's mistakes. The problems didn't stop there. On moving day, what should have been a simple pickup turned into an hour-long ordeal because U-Haul's servers were down. Picking up the truck should not be the most difficult part of moving day. The customer service experience was equally disappointing. While trying to resolve the truck-size issue, I was given conflicting information by different representatives. One employee told me a 10ft truck was available, while another insisted it was not. When I requested to speak with a manager, I was told no manager was available. I then asked if he was completely unsupervised, and within seconds a manager suddenly became available. Unfortunately, the manager was rude, dismissive, and unhelpful. Rather than listening to my concerns or offering solutions, she repeatedly spoke over me and accused me of not listening to her. At no point did she demonstrate an understanding of the issue or make any meaningful effort to resolve it. I want to be very clear that my complaint is not directed at the pickup location itself. The representative there was professional, helpful, and did everything he could to fix problems that originated elsewhere. My frustration is entirely with U-Haul's reservation, scheduling, and customer service departments, which appear to be severely disorganized. After two nearly identical experiences, I have completely lost confidence in U-Haul's ability to manage reservations accurately. Customers should not have to repeatedly correct booking errors, argue with customer service representatives, pay extra fuel costs because the wrong vehicle was assigned, or spend an hour waiting because company systems are not functioning properly. I will not be using U-Haul again and would strongly encourage potential customers to consider alternative rental companies. Based on my experience, the reservation and scheduling process is unreliable, customer service is inconsistent, and simple rentals become unnecessarily stressful. I have left a review on Trustpilot and having seen your reviews on there i cant believe this place is still operating.
Kurt B
Revelstoke Recycling Centre
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Revelstoke, BC V0E2S0
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- 4.0 Average Customer Rating
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Used the key drop at the location. After hours. Had the dolly and blankets in the back of the truck that we had to leave. Back of the truck does not lock. Homeless people walking around the lot could have taken the blankets and dolly 🤷🏼♀️ not an ideal situation.
ROBERT DThe recycling centre is not the best option as your location due to its business hours and days of operation. Being closed on Wednesdays suck and not opening for pickup till 930am when they are open is the most limited hours of any business.
Steve BDid a contactless drop off so didn’t interact with anyone!
LAURA GEasy, accommodating and overall flawless experience!
Caitlyn S