Our U-Haul pick up location was changed the day before pickup from Gloucester to Williamsburg with a pick up time of 3:30PM. At 3:32PM the day of pick up I was contacted that there was a gas leak at the location in Williamsburg and the pick up location was changed to Yorktown. The change to Yorktown worked well but 20 minutes later when we were pulling into the Yorktown location we received another call from a different U-Haul employee, Jessica, that there was a gas leak in Williamsburg at the pick up location and she was changing our pick up to a different place in Williamsburg. She was unaware that we had already been contacted and stated that we would not be able to pickup at the Yorktown location (which we were told to go to 20 minutes before) due to them no having self service pick up. When I expressed frustration about the location being changed again she did not apologize and just stated “this happens sometimes.” Jessica had a significant attitude and tried to rush off the phone and just say she was emailing the new location. When asked if a supervisor was present she stated they had left. I asked if a supervisor could call me and she told me that I would need to call back the following day. When attempting to call back the next day the phone rang for 5 minutes with no answer. This overall experience was very disappointing and frustrating. While I understand unforeseen circumstances requiring a different pick up location the miscommunication between people at U-Haul and lack of empathy, apology, and even annoyance expressed by the staff was abysmal.
Jasa G
Storage Sense Pocahontas
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Williamsburg, VA 23185
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Equipment was ready and representative was very pleasant !
John GNa
Patricia FPoor experience with U-Haul Customer Service.
MEGHAN MUHaul central system is MESSY! Computer chose different locations for us to pick up the truck AND drop off the truck ! Totally random! Why on the earth we even select the location for pick up and drop off when book on line? Custmoer service at Storage Sense Pochontas was extremely helpful, called the UHaul central service for us to get the drop off location correct. So took us 45 min to simply pick up the truck UNNESSARY WASTE OF TIME on customer. Make the online booking simply pointless if UHAUL randomly decided where to pick up or drop off the truck
Hui F