We reserved a truck about 4 or 5 days in advance, but when we went to pick it up, they told us they didn't have it and had to transfer our rental to another location. Later, when we were trying to check the U Haul back in the app was not working nor their website, so we called the 800 number and got a recording that there were 45 people in line ahead of us, so we hung up. We took pictures of the truck inside and out, the mileage and the gas gauge to show we had replaced the gas we used and dropped the key in the box. The next day I called the location we had rented from and dropped the truck off at and they said they got it and took care of it. I later got an email verifying the truck was returned but the check in date was a day later than when we turned it in, so we were being charged for another day. I tried to get this resolved with the place we rented from and returned to and explained the issues we had with checking in the day before, but the lady said they had no control over the additional charges and that I would have to call the 800 number. So I called and explained again what happened at check in and the representative acknowledged U-Haul had technical issues with their app and website the day before and then said he would escalate the call to someone and get back to me. I later received an email that said U-Haul was showing that we had checked the truck in 8 hours late so they were not going to refund the money for the extra day nor the extra day they charged us for the insurance we purchased even thought I explained to them when I called about their website being down and their app not working and that the location had manually checked the truck in the next day when they opened up. Nonetheless they refused to refund the money so yes, we are not happy with our experience. We have used U Haul many times down through the years for various things and have never ever had such problems or encountered such indifference when trying to resolve an issue like we had. If we are in need of a moving truck in the future we will certainly be looking for other alternatives.
RANDALL C
Pak Rat
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Chattanooga, TN 37421
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
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Customer Reviews
- 4.5 Average Customer Rating
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Originally, I was scheduled to pick up the truck on Wednesday but had to change it to Friday. It was ready and I was in and out within 30 minutes of arrival. The only thing I can recommend for improvement is to notify the customer that they will get a text message with a link to take pictures of the truck before departure. I didn't see that message until I go to my house so I had to call to get another link to take pictures of the truck's condition. It wasn't hard but a bit inconvenient. Overall, I had a great experience and the truck met my needs.
BRIAN VStaff very nice. Truck had definitely been smoked in. Good experience.
Brett WNo problems except cruise control didn’t work but agent turned in a repair request. Staff are always friendly and helpful at this location, bought over 100 boxes here before.
DALE ZDon’t use simple green to clean. Truck bed was so slippery I fell
JACOB F