I reserved a 7:30 AM pickup with U-Haul, but customer service redirected me to another location because the original site did not open until 9:00 AM. The new location was also scheduled to open at 9:00 AM, contrary to what I was told. The location did not open until approximately 9:20 AM, resulting in nearly a two-hour delay from my confirmed pickup time. The check-in process was disorganized; I was even asked to go next door to retrieve the vehicle keys myself. Additionally, the app would not register the correct vehicle, showing the different vehicle with missing keys. I raised this issue with the staff member assisting me, but it was not resolved before departure with the new truck. To make matters worse, the truck was provided with an empty fuel tank, forcing me to refuel immediately. Despite this, I was still charged for fuel at checkout, which is unacceptable. Overall, this experience caused significant delays, unnecessary inconvenience, and additional costs due to operational failures outside of my control. Given the circumstances, I am requesting a refund or appropriate credit for the rental.
GABRIELE V
Gazzalis Express
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Oakland, CA 94608
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- 3.5 Average Customer Rating
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It was an awful experience. The guy worked in the grocery store has no idea how many truck he has in our day ready to rent it out to people. The car smells sucks and no gas at all. This location is big no go no go.
VAHID HShitty customer service.
Bianca BI'll note first that the truck was fine, clean, and worked well. Upon arriving at Grazalli's web checkin failed and I had to download the app, which took a while to get set up but eventually worked as expected. Then, the issue: my reservation was for 9:30AM. Grazalli's, where you have to pick up your keys, doesn't open until 10, and on this day for unknown reasons didn't open until 10:30. That means I wasted an hour of my move time waiting for keys. My res was 9:30AM to 9:30PM; when I got the truck back to Grazalli's, at 9:10, it was already closed with no key drop box. I called U-Haul dispatch and the only solution was to bring the keys back the following day- I don't know what time someone else might have been hoping to get the truck, but I sure hope it wasn't before 11 since that's when I was able to get there. All in all I had a bunch of my time wasted by this location.
Hans HI was first at a location on 6th st. near Gilman in Berkeley. I arrived just after noon and no one was there in the 'office'. There was a private car idling in the parking lot but the driver made no effort to get out of their car to tell me what was going on. Seemed rude. Even if I was a few mintues late (there was nothing on my reservation that said they were closed at 12) they could have been a lot more helpful in informing what to do.After calling the 800 number I was directed to Gazzalis Express and they were fine.
Robert H