I made a reservation for a 10’ truck three weeks in advance. The day before my reservation, I received a call saying they did not have any 10’ trucks and I would be assigned a 15’ truck instead. This was okay, but if there were none available, why was I allowed to reserve one to begin with? I set my pick up time for 8am, an hour before the location opened. When I arrived at 8, the truck I was assigned had another truck parked behind it, making it impossible for me to move the truck. I used the app’s virtual chat to talk to a representative who told me to call a number that did not work (when I called, there was an automated message saying they were experiencing difficulties and to call back later). I was then told to call a different number, where I was on hold for 15 minutes before receiving another automated message saying I was being transferred to a different region’s scheduling office to help speed things along. I was able to talk to someone there, but they said that I was out of their region and therefore unable to help. I was then out back on hold. While on hold, an employee for the location arrived and I was able to ask for help. She was very helpful in assigning us a new truck. However the one she assigned us had the engine light on. We finally were assigned a different truck, however we did not leave the location until 9am, a full hour past our pick up time, which delayed our packing and traveling schedule for the day. Very frustrated and disappointed.
Maia C
Dominion Land & Auction Company
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Christiansburg, VA 24073
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- 3.5 Average Customer Rating
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The seats were really dirty when we got the van. There were also so many additional fees to the point where 19.95 plus mileage feels like false advertising.
Sarah-Faith MFast and easy to rent, great service
Paramdeep LVery courteous and efficient service.
Rodney II am rating my overall U-Haul experience, not this specific location. That would seem to be the reasonable practice; I have no idea why U-Haul would not provide the ability to do that. I will duplicate this rating and text for both the pick-up and drop-off locations. The trailer itself was satisfactory: it towed and operated correctly. However, I was given to believe when I picked it up that I would not be charged for more days than I kept it. Otherwise, why would I have been asked to call the drop-off location to confirm when I would return it, so that they could book another rental for it? I picked up the trailer at about 11:20 AM 5/27 from the pick-up location, and returned it almost exactly 48 hours later on 5/29 at the drop-off location. Why was I not charged for 2 days, rather than 3? I was also not pleased to find that U-Haul has no centralized customer support for this kind of rental, forcing the customer to deal with two locations separately for the same transaction. That is tedious and time consuming for the customer, unless the intent was to make it as difficult as possible for the customer to get clear, official, responses to issues. I will be extremely reluctant to use U-Haul in the future after this experience.
Scott M