Hello U-Haul Customer Support, I’ve rented from U-Haul for years and this was, by far, the worst experience I’ve ever had. I’m writing to document what occurred during my recent rental and to request that this be reviewed and addressed. When I arrived to pick up my truck, the attendant at the counter ignored my presence. After I attempted to get her attention multiple times, she instructed me to go outside to find the truck number for the vehicle I wanted to rent. This was an unusual and confusing process that I have never experienced at U-Haul before, but I complied. When I returned with the truck number, the attendant processed the rental. However, there was no walk-through or any guidance provided. When I went to retrieve the truck, the key I was given did not work. I returned to the counter and was told, “Oh, the truck you chose doesn’t work, so I changed it.” This change was never communicated to me, and the replacement truck was smaller than the one I originally selected. When I explained that I needed the size I reserved, I was told I would have to “request a refund first.” Because I was on a tight timeline, I proceeded with the smaller truck. Then, I discovered the truck was blocked in by other vehicles. The attendant told me I would need to move the other trucks myself to get mine out. She stated she didn’t know how to drive the truck, which left me having to move multiple vehicles on my own. This was extremely unprofessional and not acceptable. To make matters worse, the truck I was given was filthy and still contained items left behind by the previous renter, which I also had to remove before I could use the vehicle. All of this trouble was for a very short rental—approximately 3 miles and about 1.5 hours—yet it caused significant delay and frustration. Please investigate this location and the conduct described above. I would also like to request appropriate compensation/refund consideration for the inconvenience, reduced vehicle size, and the unacceptable condition of the truck. Thank you for your time. I look forward to your response.
PAUL H
Zaids Oil
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Hallandale Beach, FL 33009
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Unprofessional staff. Unauthorized attempted to use my debit card.
JANDER STruck was not ready for me at pickup time, resulting in 45 minute delay. Location attempted to deny reservation as “the only 20’ truck we have is in-town only.” After arguing with the location, they relented. Truck was filthy at time of pickup. Hand truck was not provided, despite paying for it, claiming that the “manager” secures these items.
ANDREW WAbsolutely horrible condition. There was broken glass everywhere in the front of the U-Haul as well as in the seats. It was so gross that I didn’t want to set my phone in the middle console and I didn’t want to even touch the seatbelt.
ASHLEIGH MWorse experience ever.
Denis T