Formal Complaint & Refund Request – Unsanitary Vehicle and Unprofessional Service (2/28/26) To Whom It May Concern, (Jennifer) Manager at 36 Storage I am writing to formally file a complaint regarding my recent rental experience on Saturday, February 28, 2026. This rental was extremely disappointing, unprofessional, and unacceptable. The van I received was in very poor condition. It had a strong odor of animal dander and cigarette smoke, and there were numerous visible stains on the seats. The entire vehicle was excessively dirty. The floorboards and interior cargo area were covered in Georgia red clay, and the tires and wheel flaps were caked with mud and dirt. The vehicle emitted a heavy dirt and smoke smell that triggered an asthma attack and sinus infection, for which I have since had to seek medical attention. This rental was intended to transport two large white sofas for my client. Arriving at my client’s property in such a filthy vehicle was extremely embarrassing and unprofessional. Additionally, mud from the van trailed onto the client’s property, which was both damaging and unacceptable. Due to time constraints, I had no alternative transportation and was forced to proceed with the delivery. When I called to request a replacement vehicle, I was told I would be contacted by a regional manager; however, I never received a call. The representative at the 36 Storage U-Haul location falsely stated that the van was clean. She then rushed me off the property, stating she needed to leave immediately and could not swap the van for the available 10-foot truck that was present on-site. She drove away, leaving me without assistance. This behavior was highly unprofessional and unacceptable. Given the condition of the vehicle, the health impact, the embarrassment to my business, and the lack of proper customer service, I am requesting: A full refund for this rental. A $100.00 gift card for the inconvenience, health impact, and overall traumatic experience. I expect this matter to be handled promptly and professionally. Please confirm that a claim has been opened and advise on the next steps. Sincerely, Ms. Wheeler
JANELSIA W
36 Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Covington, GA 30014
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.
Other U-Haul Services
Customer Reviews
- 4.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Great service, friendly staff
SANDRA WFast and convenient.
Tamara BMy pickup was not ready at7:45 am, when I called the uhaul customer service number they said that they were unable to process my transaction until 9am when the store opened for pickup. At 9:30 I had to call the manager to come open the store . This delay made me have to make two separate trips to my destination and pay extra gas for making two vs one trip....highly inconvenient
Amos WThey charge my credit card twice. They were supposed to credit me back but they ended up charging me twice. I will have to call customer service
MICHAEL D