Hello, I wanted to share feedback regarding a recent U-Haul experience and request a resolution. I was provided a U-Haul with a lock that would not open—the key would not turn at all. I spent approximately an hour trying to access the truck, during which time I called the store but was unable to reach anyone or receive a callback. I ultimately had to use WD-40 and lubricant to get the lock open myself. During this delay, I had three staff members present, each being paid $30/hour, resulting in approximately $120 in lost labor while we were unable to begin loading. Because of this delay, I was late returning the U-Haul and was charged for an additional full day. While I understand late return policies, this delay was directly caused by the equipment issue and lack of support. Additionally, my interaction with the representative was disappointing. I was told I was not a good communicator, despite my attempts to contact the store and resolve the issue in real time. Given these circumstances, I am requesting a refund for the additional day charge. I would also appreciate this feedback being taken seriously, as the situation was both costly and frustrating. Thank you for your time and consideration. Best,
JESSE O
4 Corners Riversports
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Durango, CO 81301
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Mark PUhaul should provide a spare on all rental trailers even if it's an optional item such as insurance.
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