Moving Truck Rental in Lebanon, TN at Tennessee Off Road LLC

This does not reflect on the location, but rather on uhaul the company itself. I made a reservation online on Friday. On Saturday, I called the place (A1 Barn Sales) to make sure they had a trailer present. They did not. (totally understand, it happens, not their fault) I called Uhaul to reroute me to a place that did, which they were able to and also told me I would get a $50 credit for my trouble. Good policy, happy about that. When I got the second place to pick up the trailer, I was told I had an e-alert on my account and could not rent. Called the number they gave me and was told I had a charge from over 5 years ago that had not been paid from A1 Barn Sales and I could not rent until they released it. First I have heard of it and I have rented from A1 4 or 5 times in that period. (Happy to pay if I owed, but didn't think I owed anything. Customer service rep was very rude and hung up on me) Called A1, they had no idea what I was talking about. They called UHaul and told them but Uhaul still insisted I pay the charge before renting, unless I wanted to contest it which could take a week. Had to move that day, so I had no choice but to pay the charge, which I am still not sure I even owed. (no other place to rent a trailer, which I would have done due to the way I was treated) The second customer service rep I talked to was more helpful, but still very condescending. Now, the charge was not all that much ($67 or something) but the real issue here (and reason I am taking the time to write this) is that it is a perfect example of customer service gone bad. When I made the reservation online, I should have been notified that there was an issue, that way it could have been resolved prior to starting the move. (or even when I called uhaul to be rerouted) At the very least, because the amount was less that $100, and it was a Saturday, I should have been able to rent the trailer without taking a couple of extra hours out of a day that I had to be moving and resolve the issue afterwards. Lastly, becuase this supposed unpaid charge happened 5 years ago, and the dealer had no record of it (and neither do I) it likely should have been dismissed. Any one these would have made me a much happier customer. Now I realize that in many places uhaul has a monopoly on this sort of business, but there is enough disruption in big industries these days such as Uber, that the best policy is to always treat your customers as if they could go somewhere else. Thanks!

I ordered a 26' truck and the vendor said he they didn't bring one. This cost me an additional $50-$75 dollars because I had to make additional trips to get me moved.

Was very difficult to reach by phone

Charged a cleaning fee to my card. Why? We brought furniture, nothing dirty.

Very nice people to work with

I reserved, and even checked in online to save time. But when I got there he didn't know I was coming. I waited because it's a mechanics shop and he was talking to someone about a car. I understand he was alone. It just sucks to not have gotten out of there until well past 130 when pick up time was 1. Nice enough guy though.

He went out of his way to help me with my unique moving situation when the 1-800 uhaul wasn't helpful or accommodating at all.

Location was dirty and a complete mess. Truck was maintained but EXTREMELY dirty cab and windows etc.