The pick up portion of this rental was one of the worst experiences that I have had. Signed up through the app to pick up at 9411 Fallbrook Dr. on August 16, 2024. Checked the app several times and all seemed good. Received a phone call on August 16, at 3:00pm to confirm that I was picking up the trailer at 4:00pm. Never received a call on August 15th per u-haul guidelines and expectations. Told the person that I planned on being there at 4:00pm. Arrived at 9411 Fallbrook Dr at 4:00pm and called to ask where I was supposed to enter. Was then told that I was supposed to be 8909 Taub Rd. Which was 20 minutes away in Friday traffic in Houston. I re-route and head that way. I receive another call from the same person saying they were in traffic and that it would be almost 4:30-4:40 until arrival. When I pull into the area to pick up the trailer, there was not a storefront. It was a space with 10 wrecked cars, a dilapidated building, on a dirt lot. While waiting I get a call and was told for my convenience I can go ahead and connect the trailer while I wait. I told him I would wait. Person finally gets there more than 30 minutes after the scheduled time to pick up. When he begins to hook the trailer, I had to tell the guy that the ball was too big and I had to switch it. He didn’t think I was right and said that it was good. The trailer was simply sitting on top of the ball. Told him I had to switch it and he didn’t know there were different sizes of balls that fit trailers. We finally get the trailer connected and he begins to put the information into his phone on the app that he is using. Again, doing all of this in the blazing heat of Houston with no office to go into. I tell him the address that I have scheduled to drop off in Tempe. He says it doesn’t exist. I showed him the reservation on my phone and he can’t put the address in that is showing on my reservation. I asked why I was not notified of the change of address, he said there should have been a call. He begins asking me what address I want to return to. I told him the one on my reservation. He says okay, then takes a picture because he can’t put in the address that I have selected in Tempe. He said he will get it taken care of. I drive the trailer to Tempe, unload everything and begin the process of returning the trailer the address that I originally selected 8162 S. Priest Dr. When I show up and drop the trailer off, the person says that I am at the wrong place and would be charged a fee for dropping off at a different location than what he has. I begin to tell him about the above experience and sees that in my reservation on the app that I am at the right place, he takes care of it all. When I think about the pick up process, it was one of the worst experiences of customer service that a person can provide.
Charles A
My Movers & Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Houston, TX 77064
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 1.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.