So many issues... Had reservation scheduled for after hours pick up on 6/20/26. Showed up and was unable to pick up my truck. Called uhaul and was told I would need to pickup the truck the next morning because after hours pickup was not available at this location. If it's not available, why was it advertised? And why did I receive notifications confirming the after hours pickup? Because we had no other option, we had to go back the next morning and have our reservation changed to 8am on 6/21/26. Show up early and at 8am, check my app and now it is saying I can pick my truck up through the app. I started the process and get to a point where I am told to go into the shop and get the key from the employee. I do so, and then go to find the truck. Upon getting to the truck, I am prompted to take photos through the app. I took photos of all sides of the truck. Then took photos of the odometer and fuel level...both of which DID NOT match what was on the app. I tried to upload the photo and change the odometer reading on the app which showed 113 MORE miles than what it said was on the app. I went back into the shop and told the girl, and showed her the photo. She took a photo of my photo and said she would "make a note". I honestly had zero confidence she would make any notes. So, get in the truck and it is filthy and smells like cigarettes. If we weren't in desperate need for the truck, I would have cancelled my reservation...but, we needed it. We take care if our business and returned the truck less than 12 hours later. I took photos of the mileage and where I parked the truck. Tried to do the mobile drop off through the app but ended up getting an error. When I got home, I called uhaul and told them I had some concerns. I first asked about the $50 reservation guarantee since we were unable to pick up our truck after hours as advertised. She took care of submitting the claim. Then I told her I tried to use the app to confirm i returned the truck but got an error message. I also expressed my concerns about the wrong mileage and wrong gas levels. She had me send her my photos and said she updated everything. Yesterday, 6/22/26, I received an email from uhaul with my final receipt. Upon review, I was charged for miles I DID NOT DRIVE, as well as a charge for 3 days of rental! I had the truck for less than 12 hours!! I was also charged for fuel when I returned the truck with the SAME amount of fuel that was in it when I picked it up. I contacted uhaul via chat on the app. Expressed my concerns about being charged $650 for my rental! She submitted a claim and told me I could also go directly to the place I rented the truck from...so, after work I went to Anytime Towing and showed them my receipt and explained everything that was wrong. The guy I spoke with was clearly annoyed that I was there. He submitted an additional claim for me. Also confirmed he could see the photos I had previously submitted. This morning I get a notification that I was issued a $100 credit. I was overcharged by nearly $300!!! I opened my app again and talked to someone via chat. I told them I wanted to escalate the matter. They reopened my claim and shortly after, I received a message from the area manager calling me a liar and saying he gave me $150 in refunds as a "goodwill gesture" and basically told me I was a liar. I provided him with further photo evidence to prove I was indeed NOT a liar. I also asked for contact information for his manager because I wanted to discuss this matter further. He never responded to me after I sent him photos but issued me an additional $200 refund. I have always had great experiences with uhaul, but this experience has disgusted me. I'm a very honest person and for someone to accuse me of lying about this is appalling. I hope this doesn't ever happen to anyone else. I don't feel like the situation was handled with any professionalism at all. I understand there are a lot of dishonest people out there but, I'm not one of them. Every person I spoke with made me feel like I was lying. Not a single person was sympathetic to the situation or ever apologized. The only time I felt like someone was listening was in the chat sessions. If it were possible, I would request a full refund for the experience I had.
ASHLEY R
Anytime Towing And Recovery LLC
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Sault Sainte Marie, MI 49783
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Newberry was very helpful
JOHN ADidn't have equipment i needed. A car hauler trailer. So he called another uhaul dealer in the area and had me follow to the other location so I could get the rental i needed.
Tyler MDo the world a favor and Go out of business.
Bruce EThe customer service was outstanding!
NANCY S