I had originally made a reservation for a 15' truck (one way). I got a call from a lady who informed me that a 15' truck was not available however, she offered a 20' truck at the same price. I accepted the offer and she assured me that one would be available at my location to pick up on Saturday around 12pm. While in route to Forrest City and my pick up location, I got a call from the guy at that location. He stated that he had rented my truck to a walk in customer and it would not be available until 4:30 - 5:00pm that night. I informed him that this would be a huge issue for me as we wanted to fill the truck that afternoon and night so that we could travel on Sunday and get home early enough to unload it and return the truck that evening or the next morning. He stated that he would call around and see what he could find. I called the lady that I had spoken with previously and she located a truck in Earl, AR, this is 35 miles one way out of our way. As I needed the truck, I accepted it. The truck that we picked up from that location, needed repairs as it was blowing white smoke, running roughly (obviously needed a tune up as well as an oil change) and concerned me as to whether it would make the trip. We got to our location late and was unable to load everything that day/night. We completed loading the truck the next day. We filled up the gas tank (as we always did) and made the trip. It was after 10:30pm before we arrived home and therefore could not unload the truck. I had to go to work the next morning and that left only one person to attempt to get the truck unloaded. When I got home from work at approximately 6pm, we completed unloading the truck. We then returned the truck. When I got my receipt, it showed that I was charged an extra day (which was no fault of my own) and fuel cost. I had rented two other U-Haul truck previously in the last month and returned them after the location was closed and did not incur an added cost. Prior to this experience, I would have rented U-Haul without a second thought (as evidenced by my renting two other trucks previously) and I would not have thought twice about recommending this company to my friends however now I am not so sure. I sent an email and got a response explaining your policy (which I knew) and stating "I have submitted your concerns to the U-Haul manager at the return location to review the final charges on your contract." I feel that I am being held accountable for your location manager's incompetence. How can you improve for the next customer, honor your own contract.
Debra P
Prime Auto Sales And Transport LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Earle, AR 72331
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