I've used UHaul many times over the years and have never had a pickup experience as incomplete and unorganized as this one. I think I'm spoiled from the outstanding customer service I always receive at the Park Forest, IL location on Western Ave/North St! The BP gas station attendant seemed unaware of any reservations when I told him I was there to pickup my reserved 15' truck. He then found my reservation after looking and proceeded to hand me the key and said "have a nice day" with no further instructions or details. He didn't walk around to check the truck with me, or have me sign any paperwork, and didn't inform me that I needed to go through the check-in process (taking pics and noting mileage and gas gauge via text and website), but I luckily noticed it on my own before I left the location. The reservation included a dolly and a half dozen furniture pads, which when I asked him, he said that he didn't have anything at his location and that I could call customer service and go down the street to a UHaul location to get the supplies from them if I wanted. Lucky for me, I've rented UHauls enough times that I knew what to do, but I feel for anyone who has no clue what to do for this situation at this location. Additionally, as a small business owner myself, I don't think gas stations are a good partner location for rentals. They have way too much customer volume happening to tend to UHaul reservations properly, and clearly, aren't equipped to handle the process properly. This was the worst experience I've had at UHaul in general over the 15 years I've been using them. Please thank the lovely two ladies that helped me at my hometown drop off location of Park Forest UHaul on Western Ave/North St. They were surprised and upset, and apologized on behalf of UHaul when I described my experience as well.
Gina D
BP Gas
(U-Haul Neighborhood Dealer)
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- 2.5 Average Customer Rating
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Maybe check the electrical parts of the car the truck died on me. And the clerk was not very sure of how to proceed.
Yolanda GTerrible! The gas station attendant had not a clue. I showed my U-haul reservation number. The attendant said they needed me to find out what truck number which I did not have only the reservation number. He then made be call the 800 U-haul number to findout...WHAT?!?!?!? I was transferred to U-haul Scheduling and on hold for 45 mins plus (never got through to anyone). During the call wait I also was on with U-haul Chat which attempted to get ahold of Uhaul Scheduling. (never got resolved that way either). Finally, I insisted the attendant do something to resolve this issue. Frustrated, I argued with attendant and demanded he should be able to help me with my reservation number and ID to look up in the computer. (his English was extremely poor which did not help the situation). He finally called Uhaul (assuming it was also scheduling). Eventually the attendant figured out what to do. The result was phone call to Uhaul - on hold indefinitely, Uhaul chat with no resolution, had to get angry with the attendant to get any help, & wasted about 1 hour 30 mins at the location ... UNACCEPTABLE! U-Haul, you need to shut this Aurora location down!
Mark SHonestly, I don’t blame this location but the Uhaul site should make these reservation changes. I reserved the truck and it gave me the option to add furniture padding, boxes, Dollie’s, etc. I made the reservation with the order for furniture pads . This location is a gas station and does not have any of those extra items.
MEGHAN VGot the truck with literally 28 miles til E, charged me double than what they were suppose to.
DAVID P