This location was not at all customer-service oriented. The equipment was poorly maintained. Fix those things first.
KYLE H
A Storage Depot
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Elkton, MD 21921
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Customer Reviews
- 4.5 Average Customer Rating
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I followed the return instructions exactly as provided when dropping off my U-Haul rental. When attempting to complete the return through the app, I noticed I was being charged for additional fuel that I did not receive with the truck at pickup. I immediately contacted the customer service representative who originally assisted me with scheduling the rental. She was professional and helpful. She specifically advised me not to complete the mobile checkout and assured me she would document my reservation, noting that the fuel had been returned to the same level at which it was received. I also informed her that I had taken timestamped photographs of both the mileage and fuel gauge at pickup and was prepared to submit them as documentation if needed. Per her instructions, I placed the keys in the drop box and was told the location staff would complete the return after reviewing the notes to avoid any incorrect fuel charges. Despite following these instructions, I received my receipt the next morning showing I was still charged for fuel. I then contacted the drop-off location directly and spoke with David Latshaw. I calmly explained the situation exactly as outlined above and mentioned that there should be notes on the reservation. I also reiterated that I have photographic proof of the fuel level at pickup. At that point, the interaction became completely unprofessional and unacceptable. David immediately began yelling at me. He stated that he “doesn’t have time to read notes when doing a return.” He proceeded to raise his voice further, curse at me, call me a “crook,” and say that if U-Haul refunded me, “they are stupid.” His tone was aggressive and hostile from the outset. The yelling was so intense that the audio on the call was breaking up, making it difficult to understand him. He hung up on me three separate times and repeatedly talked over me, refusing to allow me to calmly explain or respond. I called with zero hostility and no intention of arguing over a $30 charge. I simply wanted the incorrect fee addressed. Being treated in such a disrespectful and verbally abusive manner by a representative of your company is shocking and deeply concerning. This behavior reflects extremely poorly on the location and on U-Haul as a brand. It is unacceptable for any customer to be called a crook, cursed at, or screamed at for raising a legitimate billing concern—especially when documentation was available to support the claim. I mean come on - it was a call over $30! After being disconnected for the third time, I contacted U-Haul customer service and spoke with Austin. Austin was super professional, respectful, and solution-oriented. He was great! He apologized for the experience, promptly reviewed the situation, and issued the fuel refund. He also documented my complaint and stated it would be escalated to management and the regional team. I appreciate Austin’s professionalism; however, the conduct I experienced at the local location should not be overlooked. If David remains in a customer-facing role, there should be serious intervention regarding professionalism and communication standards. No customer should be subjected to hostility, insults, or verbal aggression over a minor billing discrepancy. This experience was extremely disappointing, and I sincerely hope corrective action is taken to ensure other customers are not treated in this manner. There is ZERO chance I refer any family member or friend of mine to David’s location and will highly suggest they drive the extra distance if they have to so they do not get the treatment I did.
Chris JTruck had warning lights going off. Took 4 hours to get assistance to service it. Location made no comment other than to have over a set of keys for a different truck, no apologies
JODI BI thought it was too expensive.
Christina SOnly issue was my truck was sandwiched between two other trucks with very little clearance. It took a 6 point turn (and thankfully, my experience driving large vehicles/trailers) to get out.
JODI B