When I arrived at the pickup location at my scheduled Dear U-Haul Customer Service, I am writing to formally complain about a very frustrating experience I recently had with my truck rental. When I arrived at the pickup location at my scheduled reservation time, I was informed that there was a system outage and I was unable to pick up my truck. Unfortunately, I had not received any email, text message, or other notification from U-Haul informing me about this outage ahead of time. Because of this lack of communication, I made the trip to the location only to be turned away and told I had to wait. This caused a significant delay and inconvenience during an already stressful moving process. After waiting approximately two hours, I was finally able to pick up the truck. However, when I received the vehicle, it was in poor condition and clearly had not been properly cleaned. There was leftover trash inside the truck, which was disappointing and unprofessional. Additionally, I made sure to return the truck with the same amount of fuel that it had when I received it. In fact, I left slightly more than the required 1/4 tank to ensure there would be no issue. Despite this, I was still charged a refueling fee, which I believe was applied incorrectly. Given the lack of communication regarding the outage, the condition of the vehicle, and the incorrect fuel charge, I would appreciate this matter being reviewed. I am requesting that the refueling fee be refunded and that this experience be properly addressed. Please let me know how this issue will be resolved. I look forward to your response. Regards, Dalila Gonzalez (347)382-2399 Reservation #19636482
Dalila G
Goodfriend Self Storage
(U-Haul Neighborhood Dealer)
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We checked in online and were able to get the truck pretty quickly. The man at the front desk was probably the nicest person we’ve spoken to from all of uhaul locations (including actual uhaul centres). The only downside to our experience was that they were out of all dollies, even though we booked 2 dollies weeks ahead of time.
Uyanga MClaudia helped me with the return/drop off; she was amazing and patient
MARIAN GThe vehicle would be very ideal for the next customer
IGNACIO LProfessional service, thank you.
ARTUR S