Good afternoon, I am writing to express my disappointment and concern regarding the condition of the truck we recently rented from your company. Upon receiving the truck, we discovered that it was extremely dirty, contained trash, and had a strong odor resembling cats and dogs. Additionally, the passenger-side window was cracked, which raises serious safety concerns. It is very disturbing that a vehicle in this condition would be rented to a customer, especially when the damage to the window was already known. Unfortunately, we were unable to return the truck immediately because we had a scheduled appointment at Midwest Food Bank in Bloomington, Illinois, on Friday at 10:00 a.m. Our organization distributes food to individuals and families in need every second Tuesday of the month, and this pickup was essential to fulfilling that commitment. I acknowledge that I should have inspected the inside of the truck more thoroughly before leaving. However, I also believe your company has a responsibility to ensure that all rental vehicles are clean, sanitary, safe, and properly inspected before being released to customers. What was even more concerning was being informed that individuals experiencing homelessness have reportedly been sleeping in the back of the trucks. If this is occurring, I strongly encourage your company to implement better security measures, including ensuring that trucks are properly locked and secured when not in use. I want to make it clear that the customer service representatives were professional, courteous, and helpful. My complaint is not directed toward them, as I do not believe they were necessarily aware of the condition of the truck. However, the overall condition of the vehicle was unacceptable, and I believe this matter deserves immediate attention. I am requesting that management review this situation and provide an appropriate refund or compensation for the inconvenience, unsanitary conditions, and safety concerns we experienced. I would appreciate a response explaining how your company intends to address this complaint and what resolution can be offered. Thank you for your attention to this matter. I look forward to hearing from you. Sincerely, Cecilia Horn Director of Quality Assurance & Marketing Angel of God Resource Center, Inc.
Annie S
Joy Inc
(U-Haul Neighborhood Dealer)
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ALBERT MThe pick up locate was at a repair shop. And the truck smelled like fish.
Ivory LVery disappointed with this rental experience. I was charged a $25 cleaning fee because of a board that was left inside the truck. The problem is that the board was already inside the truck when I picked it up. I did not put the board in the truck, and it did not belong to me. When I returned the truck, I left the board in the same condition in which I received it. I was then charged a cleaning fee for something that was already there before my rental began. I contacted U-Haul to dispute the charge because I believe this fee was unfair. I understand that I should be responsible for cleaning up anything I personally leave behind, but I should not be charged for an item that was already inside the vehicle when I received it. I recommend that customers thoroughly photograph and document the inside of the truck before driving away, because I did not take pictures at pickup and now I’m having to dispute a charge for an item that was already there. Hopefully this location will handle situations like this more fairly in the future.
ANSARI JThere was charcoal debris scattered throughout the back of the truck. I informed the U-Haul personnel about this.
Lambus D