The mileage wasn't clear
Shane G.
Delco Plaza and Wireless
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Bastrop, TX 78602
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- 3.0 Average Customer Rating
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This past move was the worst UHAUL experience of my entire life. I would like to file a formal complaint and request that I get part of my money back. To detail my experience: Booking/Reserving: When I tried to book online, it said a truck I wanted (20 foot) wasn't available so I called to see what options could work. A very helpful representative told me they would check for me and send a proposed reservation detail by 7 p.m. the next day. He noted that I received an odd text during this process with an Austin UHAUL address that was a bug that needed to be fixed. I never received the proposed reservation in the time-frame so I booked a 15 foot trailer at the Monarch Bastrop UHAUL location myself. When I went to check in for my UHAUL, I saw two reservations. I guess one was made on my behalf from the call earlier but it wasn't to my specifications, so I cancelled it. I checked in successfully for the Monarch-location UHAUL. Contract # 98023576 Pick-Up: Using the address that automatically populated in my calendar (Monarch RV Storage 932 Hwy 71 E Bastrop TX 78602), I was taken to the wrong location. I was at a RV storage but it wasn't called Monarch and it had no Uhauls. Then I checked my email reservation, and a DIFFERENT address was listed: 1186 N HWY 95 Bastrop, TX 78602. I canned Uhaul again to confirm what is the right address and a helpful rep told me the 1186 was the right address and even described the building for us. She also confirmed that the 15 foot truck I booked was no longer available but could give me a free upgrade to the 20 foot. Once I arrived at the Monarch location (30 minutes later than by pickup time at 8 am) and I saw UHAUL trucks but no place to check in. There was a building padlocked. I asked a passerby where to pick up the trucks and he said the owner was sleeping. He banged on the building for a few minutes until the UHAUL rep came out. He was not aware of the free upgrade but did give it to us. He oddly handed my card back without directing us to the truck, so we awkwardly waited for him to explain which truck is ours. Once we got on location, we realised he forgot to give us the utility dollies and other moving materials on my reservation. This is the first thing I want to be compensated for! The breakdown: A few hours in, we did end up extending our rental 3 or 4 more hours. An hour into that rental, the truck broke down. My partner Wyatt who drove the UHAUL (I just set up the rental), had to pull over on a busy highway. We called UHAUL to report the issue and they said they would send roadside assistance. We received a text they would arrive in an hour. An hour passed and nobody arrived. We were close to our updated deadline to return the truck, so I decided out of courtesy to call the local UHAUL location to inform them we are broken down, especially since google said the location was about to close. I also wanted to ask about getting my money back for these lost hours due to being broken down. This call left me livid. The owner was incredibly disrespectful when I called to inform him the UHAUL was broken down. He told me I received a free upgrade - as if that was relevant - and that I would not ever be compensated for this. He told me I could just keep the truck longer, which obviously wouldn't work since the truck was broken down. He also in a very frustrated tone told me that he in fact was NOT closing soon and that I picked up the UHAUL from the wrong location and that I woke him up before his open time. He did not inform me of this ONCE during pickup. So confusing! Immediately following this call, I called UHAUL again to file a formal complaint against him and that location. The lady on the phone told me she was combining my complaint with the claim for the roadside assistance. Once roadside assistance finally arrived, the consultant was extremely professional and effective. He told us it was a catastrophic failure and that the UHAUL would need to be towed. Given the fact that I did not want to connect with the rude UHAUL rep again, I asked if he would be informed that the UHAUL was towed, and the consultant confirmed that it would be in his records. He offered to book us another truck, but given my experience prior, I declined. Follow up: I've been charged full price for my UHAUL rental. I believe I at LEAST need to be compensated for the materials I never received and the hours I was unable to use the UHAUL as intended due to the mechanical breakdown. Yesterday the owner called me again asking me where the truck was (something I thought would be in his records). Again - this is extremely frustrating given that I called him to inform him of the mechanical failure when it happened and was confirmed by the consultant that it should be in his records. Please follow up with me on next steps to file a formal complaint and request some sort of compensation.
wyatt G.Wasn't open to drop off???
Kenneth F.When I arrived a man outside said he was going to call the boss. He made a call then handed me the phone and the person on the other end ask me a couple of questions then said he would call back. Short story is that I received 6 emails, identical emails, for my contract. The man who was outside got me the keys to the truck and showed it to me outside. Never walked the truck for damage, nothing. Just said return it with the same amount of gas as was in it. There is a lot of room for improvement
Jeff M.I had to back up and hook up to the trailer myself. The gentleman only came out from behind the counter once i got it all hooked up and it was only to take a picture of the trailer before i left.
Brandon S.