I am disappointed in this reservation. What started out as a simple one-way trip with a 15' truck, morphed into accepting equipment distribution program with 9X5' trailer. After I accepted what seemed like a simply process, my reservation changed last minute and was split between having to pickup the truck at Dust to Diamonds and the trailer in another location. This added time and inconvenience to my reservation. I arrived at the truck pickup point and experienced excessive delays because the worker at Dust to Diamonds had to contact the manager/coordinator (female didn't get the name) to attempt to process the reservation. Everything had to be done on phone and my phone wasn't allowing certain sites to load. This was a huge pain and I lost over 45 minutes just trying to reserve the truck. So much so, that the manager (who was on the phone speaker with kids crying in background and sidebar conversations) asked if the desk clerk could just snap a pic of my DL because his was working phone on the website/app. I was not going to do that. I didn't have the app and didn't want to download it, but ended up having to in order to make the process work..because there were no other options. Continued following app check-in and app hung up on the last step with no help and "agents are actively working on your reservation" verbiage on the app. Desk worker had to call another manager of Uhaul (local male person, don't recall his name) and he worked through some issues and was able to do it manually on his end. The quote was $400+ which was not the agreed upon rate, but I was late at this point for another appt and accepted with the idea I will take this up with customer service. Beyond frustrated at this point, so much so, that I definitely won't rent a Uhaul vehicle at this location again. Finally got the truck and then had to drive to another location 15 minutes away to load the trailer. This really put me behind schedule and has aided in my frustration with this process. The drop off process was better, but pickup process ranks as terrible in my book. If these are the normal procedures, Dust to Diamonds needs to relinquish their license of processing Uhaul equipment. It doesn't bode well for Uhaul in a positive light. Also, I arrived the day prior to lay eyes on the vehicle as I wasn't familiar with this location which was 20 minutes farther than normal and the rear door of 15' truck was open and exposed. I closed it out of concern for weather, varmints, squatters, etc. The office was closed on Monday and no one was around to let them know. I did tell the manager on pickup day that I closed the rear sliding door the day prior. I know there is credit issued for the equipment distribution program, but I don't feel that is enough based upon the inconvenience and painful process at the pickup point. Also, the charged amount is greater than what was discussed by Jen and Jasmine on the phone (from AZ) who asked if I wanted to tow the trailer to Fort Worth as part of the distribution program. I didnt' mind, but that was before the split location pickup and painful first day. In the future, I'll likely not participate in this program. It shouldn't be this hard. I request a physical phonecall to discuss this review and compensation. Unsatisfied.
DEREK L
Dust To Diamonds Resale
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in San Angelo, TX 76903
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Treated me very well, very courteous and prompt. Id recommend this location to anyone.
clayton jGreat service, Thank you!
lester kOnly issue was the tire stop on the right side was bent and cause issues with even straping.
Rodney B