We reserved our truck and trailer 3 weeks in advance in the Bristol Tn location. Get a call the day before pick up that Bristol didn’t have the trailer we needed and we would have to got Lebanon Va to pick up the truck and trailer. Which is a 40 minute trip one way from our location in Bristol tn. We get to the Lebanon's Va location truck and trailer isn’t hooked up the office is locked up had to call the number on the door of the building the person answers says she will be right out. Then tries to charge us for hooking up the trailer to the U-Haul truck. We said no you’re not charging us to hook it up because it’s supposed to be ready for us to pick up and drive off. She calls a number for U-Haul and the lady told her she was supposed to hook it up and no charge. Well about an hour later we were finally ready to drive off to our house to load up. Well the truck was dirty inside start the truck up gas light says 15 miles to empty. That’s right no gas limped to the nearest gas station and filled the truck. The lady in Lebanon Va charges us for the U-Haul insurance though we told her we didn’t want it but to avoid being in hell any longer we just took it so we could just leave. We moved from tn to Mi. I was moving the truck around in our driveway in Mi and the truck got stuck in snow and ice and was blocking our entire road. So we called for a towing service after paying $500 out of our own pocket for the tow of about 30ft mind you. No damage to the truck or anyone. My wife calls U-Haul for us to get reimbursed for the Tow. Well after two days of talking with everyone that works for every department of U-Haul they say they can’t do anything about it. We were supposed to call U-Haul roadside assistance. The lady in Lebanon Va didn’t say anything about that policy to us or explain anything to us about this procedure. No paper work in our hand or anything or information in writing on paper. So we were not aware of having to do that. The whole U-Haul experience was pure HELL. I wouldn’t recommend anyone to have to go through this BS with this company. Every department doesn’t know how to help you and move you on down the line. With this whole thing the people we turned the truck back into was the best people we dealt with the entire experience of this whole situation
elizabeth h
Empowering LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Lebanon, VA 24266
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Stay true to your word. I was told since They didnt have a 10" truck, they would let me have the 20' for the same price, but when they charged me at the end it was full price.
Barbra w