Dear U-Haul Customer Service, I am writing to express my deep dissatisfaction with a recent rental experience that caused me significant stress, financial burden, and disruption to my schedule. On [Friday 06/06/25 9:13AM], I reserved a U-Haul truck from your 8493 Kirkiroyroad Bloomington, Indiana 47401 location for a one-way trip totaling 339 miles. I took time off work specifically to complete this move, having heard good things about your company in the past. Unfortunately, my experience did not reflect the quality or professionalism I was led to expect. Upon arriving at the pickup location, the employee handed me the keys without any walk-through or inspection and told me I’d need to go “down the street” to find the truck—she wasn’t even sure of the exact location. The truck was parked in a very sketchy, poorly maintained area. It had only a quarter tank of fuel, which cost me $146 to fill. On the drive, I noticed the truck felt shaky, but initially chalked it up to rough Indiana roads. However, upon arriving in Henderson, KY, I discovered a serious issue: the passenger side hubcap had melted off completely from excessive heat. I have photos to document this. I immediately called U-Haul roadside assistance at 11:18 AM. I was told the vehicle was unsafe to drive and that a tow truck would be dispatched. I was also told a replacement truck would be available for me in Evansville, IN. The tow truck did not arrive until approximately 3:30 PM, and I had to arrange a ride to Evansville myself—adding further inconvenience and delay. Once I arrived at the Evansville U-Haul location, the staff initially told me they had no truck reserved for me. I was shocked. The general manager, Miranda, eventually intervened and admitted there had been a miscommunication. Then she told me I would need to return the new truck all the way back to Evansville after my move—requiring me to drive from Henderson to Trafalgar to Bloomington and then back to Evansville. This was absolutely unacceptable, as my original reservation clearly indicated a Bloomington pickup and return. When I refused, Miranda became visibly frustrated and finally told me I could return the truck to Bloomington. However, when I asked where the truck was located, she said, “I don’t know, this isn’t my building,” and vaguely gestured where it might be. Again, I had to find the truck myself—and once I did, I had to put in another $88 of fuel just to get it usable. I completed my move, returned the truck to the same location in Bloomington (again, sketchy and unprofessional), took photos, and answered all return questions through your system. Overall, this experience was highly unprofessional, stressful, and cost me significant time and money. Between the lack of vehicle inspection, misleading instructions, logistical failures, unhelpful staff, multiple out-of-pocket fuel charges, and poor communication, I feel I am owed not only an apology, but a full refund for the fuel cost $146 on the 1st rental truck that held a serious issue causing it to break down. It was an unsafe and was never fulled inspected a partial refund for this unacceptable experience. I am attaching photos of the damaged hubcap and documentation of the gas charges as needed. Sincerely, Jalen Johnson 270-454-0466 or at jalen.johnson94yahoo.com [Rental Agreement Number: 76221775]
JALEN J
CJs Auto & Rentals
(U-Haul Neighborhood Dealer)
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Said FThe business stated they opened at 9am on Saturday, but didn'topen until 9:36a. Truck was dirty from previous rental, left in same condition. Charged me $80 for 4dozen blankets i did not receive. Still trying to get my bill credited.
WILLIAM MEnsure that the uhaul is clean before giving it to the next customer. When we opened the back, we realized that someone had previously spilled a milkshake that had dried and was just gross. We couldn’t clean it easily and were already busy moving and just had to do our best to avoid getting the mess on our furniture. This could have been avoided had it been cleaned up by the original renters or uhaul had assessed the truck before renting it out again.
ELIZABETH Ztrain your employees better. took all most an hour to check out. also we requested protective blanks when we made reservations. they where out.
Daniel H