They need better communication between their staff. When I rented the truck, I did so at one location and requested to pick it up in person at the office. However, two days before my scheduled pickup, I received a call informing me that the truck I had reserved was no longer available because it was in poor condition. As a result, they changed my pickup location. When I arrived at the new location, I was told I needed a pickup code that I had never received, and there was no office available to assist me. I called customer service, but they were not very helpful. They just kept telling me to follow the steps in the app. Every time I completed the process, the app would restart and make me begin again. Eventually, I had to go to a different office, where the staff contacted a dispatcher to provide me with the key. Even then, I had to wait more than an hour. After I finally got the truck, the staff from the office called me asking if I was going to pick it up. I told them I already had it, and they couldn’t explain how that had happened. Overall, I recommend improving communication between staff so customers can have a smoother and less frustrating experience.
Claudia C
D&P Postal Annex LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Colorado Springs, CO 80910
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I wasn't given a code for the key, the website said "See a representative for your keys." The location is locked up and boarded up. After UHaul finally got a hold of them, I was given a code that opened a lock box with NO KEY in it. Finally I was given a key to the return box, because 'maybe it was rented last night and returned'. They didn't know...? At least this was where the key actually was. I was on hold with UHaul for a total of 30 minutes while they THANKFULLY dealt with the business owner.
Patricia M