We first called the LaGrange, GA location on the day of pickup, where we reserved our truck, only to be told they didn't have a truck for us. We had reserved the truck 2 weeks in advance. The guy in LaGrange told us he would research the area for a truck and call us if he found one. We were called and told we could drive 40 minutes to Lafayette, AL to pick up a truck at a convenience store. Back curvy roads all the way. When we got to Lafayette the young girl behind the convenience store counter told us that she didn't handle U-Haul rentals and she would call the office. She then informed us that the lady at the office had locked herself out of her computer. After waiting for the lady at the office to call back and she never did, the girl behind the counter decided to call the boss. He informed her he was in a meeting and would call her back when he was out. One hour and 15 minutes later after standing in a convenience store the boss called back and took another 15 minutes before he was able to finally release the keys to the truck. Now we have another 40 minutes back to LaGrange, GA with NO contract for the truck, just a computer printed receipt for payment from the LaGrange location. Now it is dark and we have lost the whole afternoon. We have no idea when the truck is due back. We were told for all our trouble we would get an extra day and 100 extra miles. For what??? We were going to a specific address in Lexington, KY so why would we need 100 extra miles or an extra day. We had 2 gentlemen lined up to unload the truck since we are in our 80's. Done. Why would we need extra days. Unload....take the truck back. No extra day needed. This was the worst experience I have ever had with a U-Haul other that a flat tire on the highway on another occasion and told it was our responsibility to get it fixed. Your question: What can we do to improve for the next customer.------Be more responsible to your customers. VERY BAD EXPERIENCE. And if all the above wasn't enough....the place in Lexington, KY that we turned the truck into charged me twice on my credit card. We called him and he said he had to back one transaction out and re-enter it because he had transposed numbers. He assured us the extra charge had been backed out. So we had a bad experience at all three of the U-Haul places we had to be in contact with. Need I say more.
Jay V
Eagle Chevron
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Lafayette, AL 36862
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So when I originally made the reservation the lady told me where to pick up the rental because they were closed on Saturdays, so the one I drove two hrs to was on 1405 Geneva St Opelika, AL 36801 and come to find out the pick up was set to 9:30 and I told the lady on the phone when I reserved it to set it to the latest would be 10:00 am so when we arrived to pick up the rental they had already rented the van to someone else at 9:47 Am and never gave me a call to see if we were still picking up the van or anything!!!!! But the place we did end up renting from in Lafayette was a great place very nice people and very helpful!!!
Adam SWas charged an extra day usage when in fact the unit was dropped off one day early
Edward C