What should have been a great experience turned into a nightmare, starting with our guaranteed reservation for an after-hours Mobile Pickup 15ft boxtruck from the nearest UHaul to our home (4miles away); however UHaul did not communicate to us that our reservation was canceled (we got to the UHaul dealer around 9 only to open UHaul’s phone application to see that our reservation was canceled). We had to call customer service (waiting on hold, phone call start-to-finish lasted 22minutes), who pleasantly explained what happened and helped us find another UHaul dealer 8miles in the opposite direction, and helped us reserve a 15ft boxtruck there and offered us a partial refund for the inconvenience and our wasted time. However, when we arrived at the new UHaul location, our phone app said that the current contract order did not support Mobile Check-out, so we called Customer service (waiting on hold again, phone call lasting 14minutes in the 2nd UHaul’s parking lot) to add the mobile check-out feature to our already after-hours rental. We saw the mobile order appeared in our app’s profile, and thanked the Customer Service rep and ended the call only to find out that the app was not able to finish the checkout process to provide us with the code for the after-hours key lockbox. We called Customer service back a 3rd time (16minutes including hold/waiting) to finally get the key code and were able to check out the truck and got home by 10:30pm (an hour later than expected). At this point we were made aware that the rental is not just a flat $29 rate, but plus mileage, so the $50 inconvenience refund would cover the extra mileage. I finished my 1-day rental; filled up the gas tank to get the gas gauge back to the 1/4 tank mark we received the truck on; and then checked the app to make sure our rental appeared returned to notice that we were charged around $50 extra for the gas tank being essentially 1-gallon less than when we picked it up; we have disputed this charge (called Customer service a 4th time, which took 23minutes) stating that we feel trapped in having to pay gas for the extra mileage to drive round trip to the Uhaul dealer further away from our home and the extra two hours of time this cost us between customer service calls and extra drive time). We are still waiting to hear back regarding whether UHaul will refund us the extra $50 charges they charged us for stating that we should have known the manual gas gauge (which does not show numerical gallons, just a ball-park with ticks every 1/4 tank percentage) showed the orange gauge indicator was a hair below the 1/4 tank mark. While each Customer Service representative was professional and sympathetic, they had their hands tied to U-Haul’s policy which seems to be more to trap customers into paying extra fees rather than verbally educating us to consider putting an extra gallon or two in the tank to make sure that the small-font contract verbiage of base-rate plus mileage and the hidden fee “service charge” of not having the gas gauge precisely at or above the original gauge reading would yield an unreasonably exorbitant fee.
Robert G
Mini Max Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Woodstock, GA 30189
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Customer Reviews
- 4.5 Average Customer Rating
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The customer service was excellent at Mini Max Storage in Woodstock, GA. My rental was available when promised. The rental/check out and rental process was smooth, efficient, quick and simple. I would definitely rent from this location again!!!
BRIAN OAmanda was so very kind to me and very helpful. I was having to move due to a very nasty divorce and Amanda made sure that I was taken care of and assured me everything would soon be ok. Her heartfelt warmth is what I needed during a difficult move.
MIKE BThe website it opened at 9 AM, but nobody was there to help me. I had just had surgery and had to unload a travel trailer by myself and park it.
Darlene CVery good equipment but even better customer service from getting the van to checking in.
RANDALL M