24/7 pickup and drop off was a huge issue. Went through the entire check in process online and was prompted to “go inside and ask for help.” The location was closed for a holiday, the entire reason I used the 24/7 self serve. After being on hold for a long period I finally reached customer service, and they tried to help me with the process on my phone, though continued to tell me “the screen should say” and all I could say was “well, it doesn’t.” They were able to see my payment method and verified the booking details, so I asked if they could just give me the code to the lock box but there was apparently some issue with the conversion rate (USD to CAD). All in I lost an hour of moving, which seriously cut into the time I had organized help to move. I then finished with the truck a full day early and dropped it off at the location to recoup a day’s fee as it was an in town rental, but as it was the weekend there was no one there. I called a regional number to ensure it was known that I had done this, but was told to contact the location on Monday, which I tried to do several times that day and on Tuesday but no one ever answered the phone. Very dissatisfied: this same location two years prior did not inform me that they didn’t have a truck in the size booked until the moment I showed up, and no available trucks were anywhere near the size I needed. Customer service on that occasion simply told me that they should have informed me beforehand… What to do to improve for the next customer? I’d prefer something be done for me in response to two very challenging experiences with U-Haul and this location over the past two years, namely a refund on the unused day for starters.
Dan M
Abercrombie Automotive
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in New Glasgow, NS B2H5C6
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- 4.0 Average Customer Rating
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it is always a great experience with U-Haul.
Ajay tU-Haul was late being available I was over charged according to the receipt by 20.00
Matt CEasy drop off nice people
Linda HGentleman at the cou ter was great - no issues at all.
Heather P