We were moving from California out of state. The people who scheduled when we pick the equipment up called us to tell us where to pick up the U-HAUL truck and auto transport. We had no trouble getting the truck, even though we hoped it would be at the yard that was one block away from where we lived. But we were sent to a place a little further away, which worked out okay. But then we were expected to pick up the auto transport way out in Ontario which was a long ways away, the opposite direction of where we were heading, so it would’ve cost us mileage and gas, plus the time when we would pick it up, there would’ve been a lot of traffic. We were upset so we went to the yard on foothill and sierra which was one block away from where we lived, and they found this location. We were told they opened at noon, and we would pick up the auto transport between 3:30 and 4:30. When we got there around 3:30, nobody was in the office, we finally got a hold of somebody on the phone who did not seem interested in helping us. Finally, a lady came over and they wanted to charge us double what the quote was. She talked to the guy on the phone and we went back to the original price we were quoted. She said we can have a trailer to pull the car instead of the auto transport. The problem was, she did not have a clue how to hook up the trailer to the U-HAUL truck. Isn’t that their job? Luckily, my son in law was with us and he hooked up the truck to the trailer and we put the car on the trailer and my son in law did all the work. That place did not know how to do their job. How are they partnered with U-HAUL if they dont know how to do their job and they dont seem to care? We were on a very tight schedule and we were there for about an hour because they didnt have a clue on what they were doing. Moving is already stressful, and this ordeal made it worse. We were all very upset about this and it put us behind schedule. We were quoted a price when we made our reservation a couple weeks before we were going to move and they quoted us a price on a 20 foot U-HAUL truck and auto transport and we were allowed to have both of those for five days and they quoted us the amount of mileage for the price we paid. When we brought back the U-HAUL truck and trailer today, the person at the yard we dropped it off said the trailer was supposed to come back to Fontana California, and threatened to charge us an extra thousand dollars because we didn’t return the trailer to Fontana. However, we had gotten messages on where to turn them in, and it was in Redmond, so the people at this Fontana location continued to screw things up and made things more stressful for us. This place needs to be looked into by the U-HAUL people. They really made your company look bad and after this terrible experience we will never recommend U-HAUL to anybody. These people just did not know what they were doing. If they try to charge us a thousand dollars we will fight it. I just don’t understand, the paperwork we received explained everything.
Darlene A
Genesis Auto Enterprise
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Fontana, CA 92335
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U-Haul on Valley in Fontana made it very easy to rent
Larry RU-Haul makes it very easy to rent
Larry RThe location was very cramped and did not have amenities- a bathroom would’ve been nice, some of us have traveled lengths and the U-Haul is a mid point. Other than that the CS was decent and pulling out of the lot was a little tight but do-able
David LGave it to me with an empty tank had to put extra gas in. Wouldn’t recommend.
PRESTON S