Reserved trailer at Toano location several days before pick up. Told no paperwork required. Arrived day of pick up. Was informed reservation had been transferred to the Lanexa location 30 minutes away( an additional 60 minutes of my time plus the additional diesel). Arrived at the Lanexa location, gave the manager the confirmation number, and he assisted me with hooking up the trailer. No contract was provided. Returned the trailer 2 hrs later, clerk informed me nothing additional was required. Received a message threatening to report the trailer stolen. This took an additional two hours of my time to straighten out their inadequate and poor processes. I am requesting a full refund and an explanation as to how your processes will be improved so someone else is not going through this poor treatment.
Keith M
BP Lanexa
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Lanexa, VA 23089
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How U-Haul Reviews WorkThe location was changed last minute 40 miles away. I had to pay the over millage fee. The clerk did not know how to process the rental requiring a remote process. The clerk could no locate the key for the rental, and eventually gave us the only truck she could find a key to. There was no dolly even though the clerk said there was. Efforts to call the store about the missing dolly went unanswered and no return call. Three hours to process, paid for over milage, and loaded by hand. Awful.
BRENDA MGas light was on - no mileage was visible- out of alignment- no paperwork given. When called UhAul on Next day to ask a question they had no record of me even picking up the uhaul! I had the vehicle for one day but they only knew about 3 hours! Get my bill over $500. We drove maybe a total of 50 miles and returned with almost 1/2 tank of gas. They advised on the receipt that I drove 300 miles in 3 hours.. so take pictures of everything’
joann wThe service was good however the key was not available when we arrived for pickup. Also they need to add wind shield wiper fluid & clean the dash etc with car wipes.
MONTICE FI did NOT select this location, which was inconveniently located -- UHaul directed me to this location AFTER I made my reservation. On-site representative was surly and claimed no ability to provide the key to the truck, telling me to "do it all on the app." Tried using the app but was unable to get a code to release the truck's key from the local lockbox. Called location's phone number but no response. Had to contact U-Haul "traffic" to obtain the truck - per her orders, the location representative provided the truck key. Even then, the location did not have the dozen furniture pads that I ordered (and needed) for this move, so I had to go to another U-Haul location to obtain the furniture pads.
Paul A