Upon pick-up the U-haul computer systems were down which wasn’t okay! For then only the young girl was directed by her regional manner to honor our reservation and process it was to make a copy of Driver’s license and make copy of debit/credit card; photocopying a person’s debit/credit card isn’t safe to us and we definitely didn’t feel comfortable with it!!
Sharon W
AMG Fleet Services
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Staunton, VA 24401
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Customer Reviews
- 4.5 Average Customer Rating
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The broken trailer, with our child's belongings, was towed here and we were told they open at 9 a.m. and we could move their items into another trailer and continue on. No one was there at 9 a.m. The location sat down in a valley with minimal cell signal. There was a trailer there, which we were able to confirm was meant for us. We connected and started loading after calling in and stating non one was there. We were then told we could not use that trailer and that if we did, we would be, effectively, stealing it. We were told to unload, unhook, drive across town to another location to get another trailer, then come back and reload. The agent on the phone, Sharon, dug in initially and I, uncharacteristically, raised my voice. I later apologized for that, it was not appropriate, but we were bringing him a child who had a medical crisis from school - Sharon was not offering us any reasonable solutions even after admitting that Uhaul had made a mistake in sending the trailer and us to a location that was not open on Sundays. Sharon eventually got in touch with a manager who said we could use the trailer that was already connected and mostly loaded, but that we would have to wait for a Uhaul representative to come inspect the hook up. There was no timeline given for that and I was told that if we left, Uhaul would not cover any damages or issues. I proposed taking the trailer to the other location and having them look at it, to which Sharon said that was fine. At the other location, they had no idea who we were or why we were there - no one from Uhaul had let them know we were coming. Julietta came out, checked the connections, confirmed they were correct and said we were good to go. I have been using Uhaul trucks and trailers for more than three decades, I never had a mechanical breakdown and so I never experienced the stunningly poor decision making process that the company has when their equipment fails and a customer is in crisis. Uhaul's actions negatively and needlessly impacted my child who was already overwhelmed with pain and anxiety.
Mark EGreat place!
Paul DThe only exception to the last question was that there was a rag on the floor next to the driver's seat, apparently used to check the oil. This would have been obvious to anyone cleaning out the truck after the last user.
james kThe inside of the truck cab was dirty, obviously not being cleaned between customers. There was a huge stack of Mcdonalds napkins in the dash, crumbs in the cupholders, what appeared to be something spilled between the two seats, and the dash had a layer of grime on it so thick, you could write your name in it. Very surprised that this was rented at a place that does car detailing and they obviously haven't wiped down the interior of this truck in forever. The location itself was great and easy to use but clean the vehicles!
Jill C