I was very disappointed with my U-Haul rental experience, especially since this was my first time renting a truck. I was originally quoted around $93 but ended up being charged $130. I was told I needed to switch to a different truck size and pickup location, and because of this inconvenience, I was promised 50% off the mileage. I'm not sure whether that discount was ever applied, and I don't understand why my final total was so much higher than the original quote. I specifically scheduled my pickup before the 4:30 PM closing time because I had never rented a U-Haul before and wanted someone there to help me through the process. However, when I arrived, nobody was there. I was also never informed that I would need to spend over 30 minutes completing everything online through the app. Instead, I was left figuring it all out alone in a parking lot with terrible cell service. Had I known this beforehand, I could have easily completed everything at home. I was also given conflicting information about the return time. One employee told me I had to return the truck by 8 PM or I would be charged extra, while another later told me I actually had until 8 AM the following morning and could extend my rental. **My biggest concern, however, was the safety of the truck.** The brakes were in extremely poor condition and felt almost completely worn down. I genuinely felt unsafe driving it, which is completely unacceptable for a rental vehicle. To make matters worse, I reached out to U-Haul multiple times to address these issues, and each time I was essentially told there was nothing they could do. It was incredibly frustrating to have so many problems with my rental and receive no meaningful assistance or attempt to make things right. Overall, this was a frustrating experience from start to finish. Between the unexpected charges, poor communication, lack of assistance at pickup, unsafe condition of the truck, and disappointing customer service afterward, I would not recommend this experience to anyone. I expected much better from a company as established as U-Haul.
Mary R
Anthony Carpet Cleaners
24/7 Rentals
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One-Way and In-Town® Rentals in Steubenville, OH 43952
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How U-Haul Reviews WorkSketchy pickup area
ASHLEY CThis was not staffed. It was a different location than reserved, and I was forced to spend significant time re-entering my reservation and drop-off information.
Stephen FI will be calling you in the morning. It is your fault I was an hour plus behind on picking up the truck and there was no dolly as I requested which then caused a whole big delay with loading and unloading- then you want to charge me a whole extra day rental and insurance twice because I was late dropping it off? I DONT THINK THAT IS HOW IT WORKS
Darla RBad part of city, do not feel safe here
Rick T