When I arrived to pick up the van, I found garbage in the back. I informed the store clerk, who was very helpful and promptly removed the trash so I could continue my trip to Lexington. Unfortunately, the issues did not end there. As I drove, I had to keep the windows down because of a strong, unpleasant odor inside the van. In addition, there were gnats flying throughout the vehicle. This was not only frustrating but also created a distraction while driving, making the experience feel unsafe. When I returned the van, I informed the clerk about these issues. Given the condition of the vehicle and the unpleasant experience, I hoped the store would offer some type of credit toward my U-Haul rental. However, I was told that the condition of the van was not U-Haul's responsibility but rather the responsibility of the store where the van was housed. I found this response disappointing and felt it reflected poor customer service. While I was offered something from the store, I did not feel that adequately addressed the inconvenience and the condition of the rental vehicle.
Traci Z
Route 17 Express Marathon
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Covington, KY 41017
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.
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Customer Reviews
- 4.5 Average Customer Rating
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Associate is not always available. I returned the vehicle, handled by store associate. Didn’t put my return time, not even checked the mileage at the time of return. I left the premises and billed as 4 days instead of 3 days, and didn’t get my money back for lower mileage than expected. Didn’t recommend this place without doing the return yourself at the app completely.
Tanti AThe bed of the truck had oil on it and we got oil on our mattress and box springs filthy!!!
Steve DThe employees at this location were awesome and very helpful. The convenience of the gas station and supplies all in one place will definitely be a reason to return. The vehicle itself was a little beat up, the gear shift and power steering went out on our vehicle a couple times. It was a simple fix of turning it off and on again but didn’t inspire confidence or peace of mind during the trip. The center console was falling off and because of that we lost the keys behind it and that was a real headache to find. Otherwise no issues.
Tessa LNeeded an extra day and was able to obtain it by calling the store. The whole process was easy and streamlined. Thank you U-Haul!!!
Jayson B