We rented a 26' truck for 8:30am pickup at a particular location in Chambersburg. Since this location was offered as an option for picking up a truck, we assumed and planned for this, and invited all our friends to begin helping us load the truck at 8:45am. However, just 2 days before our moving date, we were informed that we would need to drive to Waynesboro to pick up our truck. This was a change from a 5-minute drive to a 25-minute drive, which is a substantial amount of time for a moving date. The added 40-minutes of driving introduced a considerable challenge into our already difficult moving day, given that we have 2 kids, ages 3 and 1. I'm not sure why U-Haul wasn't willing to deliver a truck to the location it had offered for pick-up. I'm grateful for Hans (Hanz?) in Waynesboro willingly looking for other pickup options in Chambersburg for us. However, it was frustrating and confusing that U-Haul offered the option to pick our truck up in Chambersburg, but wasn't willing to deliver a truck there for us. As an improvement for future customers - it greatly affects your customers when you offer pickup for a truck at a location when you won't deliver on it. This alone was hard enough, and frustrating enough, for us to decide not to use U-Haul anymore. Then the morning of our move, we learned that the previous user of our truck violated a number of company policies - they locked their key in the truck, they allowed someone not listed in their agreement to drive the truck, and they did not fill the tank to the level they were supposed to. This is, of course, out of U-Haul's hands. There's nothing you can do about it. But it delayed our schedule by 90 minutes, which was another big stressor. Again, Hans with U-Haul in Waynesboro was great, personable, and helpful. But he offered us VIP status (or something like that) and extra miles on our truck, neither of which were at all desired or helpful or even relevant to the challenges we had already gone through. I think there are ways that U-Haul could do a better job of assuming responsibility - whether that's simply issuing apologies of some sort; offering reimbursement; personally following up with us or reaching out to even discuss what happened and what could change moving forward. We're simply frustrated with the process from strat to finish, and won't be using or recommending U-Haul anymore.
MICHAEL K
Red Roof Storage No 2
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Waynesboro, PA 17268
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Customer Reviews
- 4.5 Average Customer Rating
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Stay the same! Excellent service provided by you're Representative at the location. My Uhaul Movers let me down, booked a company from Harrisburg! However, your Representative bailed me out with another, this time reliable Moving company which helped me move 👌! Thank you so much Red Roof Storage and Moving on S. Potomac St., Waynesboro.
THOMAS BFeel like there should be a key drop box for return trucks when not open. But all in all great service
MARSHALL BWe drove a total of 48 miles with the uhaul and were charged for 118 miles. I guess the mileage was wrong on the truck. TAKE A PIC BEFORE USING!
Hailey FThis is my second time renting from this location. Trucks are awesome and the customer service is amazing. Definitely well worth it.
CARLOS G