I am requesting a refund and compensation for the significant inconvenience, additional expenses, and unsafe equipment I experienced during my recent U-Haul rental. My experience began before I even received the truck. After taking an Uber to the pickup location, the U-Haul app instructed me to proceed to the counter to collect my keys. However, there was no employee present—only a handwritten sign stating they had left to run errands. I waited outside in the heat for approximately 30 minutes before having to call another Uber to return home so I could get back to work. Later that afternoon, after speaking with a representative at the storage facility who assured me the keys would be placed in a lockbox, I had to pay for another Uber to return to the location. When I finally picked up the truck, I discovered that the furniture dolly and moving pads I had reserved and paid for were not included. I also learned that the original 20-foot truck I had reserved had already been rented to someone else, something I was never notified about until much later. This resulted in unnecessary delays, additional transportation costs, lost work time, and a great deal of frustration. The most serious issue occurred during my move. While driving on the highway, the truck began stalling and jerking repeatedly. It struggled to maintain the speed limit and, at times, could barely maintain the minimum speed. Shortly afterward, the check engine light illuminated and remained on for the rest of the trip. This created an extremely unsafe driving situation, especially while traveling through rural areas in the middle of the night with my family. I contacted Roadside Assistance but did not feel safe pulling over in unfamiliar, dark locations. I made the difficult decision to continue driving carefully until I reached my destination because stopping on the side of the road presented an even greater safety risk. When I reported these issues to the manager upon returning the truck, I was extremely disappointed by his response. Rather than showing concern for the unsafe condition of the vehicle or the inconvenience I experienced, he told me I was "out of luck" because the truck made it to my destination. He acknowledged that he could hear the truck was "messed up bad," yet stated I would not receive any compensation because I did not stop driving. He also advised me to contact Corporate regarding the missing dolly and moving pads. His lack of empathy and unwillingness to assist fell far below the level of customer service I expected. As someone who rents from U-Haul regularly, I am disappointed that my loyalty was met with such poor service. No customer should receive a vehicle that is known to have mechanical problems, nor should they be expected to pay for equipment that was never provided. I am requesting reimbursement for: The rental charges associated with this experience. The charges for the furniture dolly and moving pads that were not provided. The additional Uber expenses I incurred due to the failed pickup process. Appropriate compensation for the unsafe vehicle, excessive delays, lost work time, and the poor customer service I received. I hope U-Haul will take this matter seriously, inspect and remove this truck from service until it is repaired, and provide a fair resolution that reflects the inconvenience and safety concerns I experienced.
Diamond E
McFarland 400 Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Alpharetta, GA 30004
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- 4.5 Average Customer Rating
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The overall experience was excellent, from making a reservation to picking up the truck to everything, without having to worry about timing and people and just getting it done, quick and easy, so wonderful thank you for making the move so much easier
James PThere was one moving blanket in the blanket pouch inside the trailer. But advertised it said comes with six moving blankets, which would’ve been really helpful! I guess something is better than nothing though! The person (Gina) working there was very friendly and helpful! Thanks!
MICHAEL SEverything went very smoothly, and the manager was very attentive to the equipment we needed and chose a very convenient return location.
Larry JThis is a great rental location. We routinely select this dealer for u-haul rentals.
GARY C