I was told verbally that any overage in mileage would be charged at 89 cents per mile. But the paperwork showed $1 per mile. Of course i didn't notice this until truck turned in, out of town, & debited to card. Called customer service, but no help as they could only go by paperwork. Be sure to read papers carefully! Don't be in a hurry & don't trust what they tell you verbally. Didn't think i would have to be on the lookout for such shady practices from this company, as i have used before when moving. Will go elsewhere in the future.
VALERIE B
Pinnacle Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Wilmington, NC 28401
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Customer Reviews
- 4.5 Average Customer Rating
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DO NOT RESERVE A TRUCK FROM SOUTH FRONT STREET in Wilmington, NC! I’ve always reserved a U-Haul when moving in the past, but this was the WORST EXPERIENCE EVER!! I reserved a 20’ truck using the U-Haul app. I was to pick up & drop the truck off @ Lloyd’s Rentals on Market Street. I had to call U-Hauls scheduling coordinator to change the drop off location which she was able to do. Plans changed after speaking with my family & I called the SAME # but he informed me he was unable & that I would receive a call to update the location the following day (I NEVER received that call) ! I called Lloyd’s Rentals to see if they could help of which they did (HANDS DOWN THE BEST SUPPORT EVER)! They informed me they didn’t have a reservation for me (although the app showed it was) & that I was to pick up @ the South Front Street location & they were able to update the drop off location in one single phone call, so BIG thanks to Lloyd’s Rentals! The South Front Street location seemed like a bootleg establishment. As we waited to be check out, I talked with a young lady that was standing in line inquiring about a rental, I got the keys to our truck & found that the drivers side mirror was tapped with packing tape & swiveled (BROKE)! Apparently they DO NOT INSPECT the truck’s dropped off @ this location because this should NEVER HAPPEN! We informed the man that checked us in about the mirror & asked if we could get another truck smaller in size. He was useless & rather than honor & fix the problem he or his establishment created, he gave the smaller truck to the young lady inquiring. U-Hauls Customer Service connected me with Regional Support & they found another truck much further in miles away = more miles @ $1.00 per mile. I asked about compensation for the the inconvenience & difference in miles, I got NOTHING! My initial rate was $67.35 which later resulted in $185.31!!! Also, due to the delay, I had to keep the truck an additional day, where is the justice when a corporation fails those that represent the U-Haul brand to be accountable? Not only that; the South Front Street location DID NOT give me a paper copy for agreement as to where Pinnacle Storage did. The Pinnacle Storage location was polite & friendly & very informative. Although it was further in miles, he understood my frustration & also stated that he has heard horrible complaints about the South Front Street location, so I know I’m not alone when I say DON’T use the app, CALL or you may end up trying to pick up the truck YOU NEED TO MOVE your belongings to an entirely different location. My move out date 2/28/25 didn’t happen because of the lack of support U-Haul has provided!
WILLIAM WThe staff and service providers at Pinnacle Storage on Division Drive were excellent. Trailer was spotless, they even had it ready in the parking lot prior to my pick-up time. Highly recommended, will definitely use them again.
STEPHEN OMy only concern is please, stay the same. I was very pleased
ANTONIO SFast and easy drop off!!!!
DEAN A