Shortly after I made it to my new home, I received yet another call/voicemail from a U-Haul representative stating (not asking) that my drop off location has been changed because the original location I requested, is full. This location was also much further than the original location I requested, taking valuable time from my trip and adding extra miles. I was on a time crunch and I needed to get my car off of the tow dolly to make it back to my new home to meet the moving labor on time. Unfortunately because U-Haul changed my location within minutes of me dropping off the tow dolly, I was forced to miss the time the moving labor was able to help me. Because of this, I was forced to rent a dolly from Home Depot and empty part of the truck out on my own, late into the night, to protect certain items and avoid potential theft overnight. I also had to stress over where to leave the U-Haul overnight and not having the peace of mind the truck would not be towed. This was an immensely stressful experience. To make matter worse, I paid to have my car placed on the tow dolly. When I finally made it to Ackermann rd, the "new" drop off location, I landed in a gas station with only a sign that said "U-Haul rentals". I want to emphasize that there was no representative from U-Haul that could help me off load my car from the dolly. I called U-Haul and I was told that someone would come help in 20-30 minutes. After waiting 45 minutes, and watching self help YouTube videos on how to offload my car, I ended up having to do this on my own. I felt that U-Haul took my money and left me for dead and this is not an exaggeration. I took all of the liability from renting this truck, and absolutely no support from anyone when I needed it. This is not good customer service, and in fact is not even fair business practices. If I pay for a service, I expect customer support at a site where I am asked to drop of equipment. Furthermore, after returning the dolly and having difficulty unloading my car, I had thought about leaving with the dolly and my car and going to another location/or coming back later, but I was told that if I did that, the dolly could be reported "stolen". Again, how could I return an item if I could not offload my car and nobody was there to help?? This was unacceptable. I also had to leave my car overnight in a location I was told that cars get stolen in a not too infrequent basis. Finally, when I returned the truck the next day, I was asked for the mileage and then, I was charged for 29 miles "extra" over what I was expected to use. This in my opinion is the poorest of the poorest business practices. U-Haul needs to have their books in order, to account for reservations made and make sure customers are able to return equipment at a location where they originally reserved. IF this is not possible, customers should be given an option, otherwise U-Haul NEEDS to provide customers with some sort of refund to account for the customers inconvenience and potential losses including time, miles, missed appointments, manual labor. All of which are costly. It is unfair that U-Haul is able to charge customers for any inconvenience upon U-Haul, but the customers get no reimbursements for any inconvenience placed upon them BY U-Hual. I had not had an issue with U-Haul in the past. But after this experience, it is without a doubt that I will never use U-Haul or any of it's services or affiliations and I will discourage anyone I know from using U-Haul due to my experience. If U-Haul cares to amend my troubles, as I have spoken to it's customer service representatives, I expect U-Haul to reimburse me for the extra costs I incurred during my move, refund my the "extra miles" I was charged for, and provide some benefit or compensation for my time, stress, and inconvenience. I was truly treated very poorly by this company.
CARLOS G
SBS 5 Food Mart
(U-Haul Neighborhood Dealer)
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Shortly after I made it to my new home, I received yet another call/voicemail from a U-Haul representative stating (not asking) that my drop off location has been changed because the original location I requested, is full. This location was also much further than the original location I requested, taking valuable time from my trip and adding extra miles. I was on a time crunch and I needed to get my car off of the tow dolly to make it back to my new home to meet the moving labor on time. Unfortunately because U-Haul changed my location within minutes of me dropping off the tow dolly, I was forced to miss the time the moving labor was able to help me. Because of this, I was forced to rent a dolly from Home Depot and empty part of the truck out on my own, late into the night, to protect certain items and avoid potential theft overnight. I also had to stress over where to leave the U-Haul overnight and not having the peace of mind the truck would not be towed. This was an immensely stressful experience. To make matter worse, I paid to have my car placed on the tow dolly. When I finally made it to Ackermann rd, the "new" drop off location, I landed in a gas station with only a sign that said "U-Haul rentals". I want to emphasize that there was no representative from U-Haul that could help me off load my car from the dolly. I called U-Haul and I was told that someone would come help in 20-30 minutes. After waiting 45 minutes, and watching self help YouTube videos on how to offload my car, I ended up having to do this on my own. I felt that U-Haul took my money and left me for dead and this is not an exaggeration. I took all of the liability from renting this truck, and absolutely no support from anyone when I needed it. This is not good customer service, and in fact is not even fair business practices. If I pay for a service, I expect customer support at a site where I am asked to drop of equipment. Furthermore, after returning the dolly and having difficulty unloading my car, I had thought about leaving with the dolly and my car and going to another location/or coming back later, but I was told that if I did that, the dolly could be reported "stolen". Again, how could I return an item if I could not offload my car and nobody was there to help?? This was unacceptable. I also had to leave my car overnight in a location I was told that cars get stolen in a not too infrequent basis. Finally, when I returned the truck the next day, I was asked for the mileage and then, I was charged for 29 miles "extra" over what I was expected to use. This in my opinion is the poorest of the poorest business practices. U-Haul needs to have their books in order, to account for reservations made and make sure customers are able to return equipment at a location where they originally reserved. IF this is not possible, customers should be given an option, otherwise U-Haul NEEDS to provide customers with some sort of refund to account for the customers inconvenience and potential losses including time, miles, missed appointments, manual labor. All of which are costly. It is unfair that U-Haul is able to charge customers for any inconvenience upon U-Haul, but the customers get no reimbursements for any inconvenience placed upon them BY U-Hual. I had not had an issue with U-Haul in the past. But after this experience, it is without a doubt that I will never use U-Haul or any of it's services or affiliations and I will discourage anyone I know from using U-Haul due to my experience. If U-Haul cares to amend my troubles, as I have spoken to it's customer service representatives, I expect U-Haul to reimburse me for the extra costs I incurred during my move, refund my the "extra miles" I was charged for, and provide some benefit or compensation for my time, stress, and inconvenience. I was truly treated very poorly by this company.
CARLOS GPaid for utility dolly and there wasn't one.
Stephanie SI was supposed to be able to pick up the truck through the app on my phone. However, when we got to the location I was unable to pick up my equipment because it said no vehicle was assigned to my reservation and I had to call customer service. I was told by Uhaul customer service that the keys to my vehicle were inside the location and I could not get my vehicle until 8:00 am and I was scheduled to pick it up at 7:00 am. I ended up having to call customer service 3 separate times before I was finally able to get my vehicle at around 7:30 instead of 7:00 am. I was told by Uhaul customer service they would refund me $50 for the inconvenience. I haven't seen the refund yet. This was not the locations fault. It was Uhauls fault.
Cindy C