The check-in process was relatively smooth, although I felt some important details weren’t fully explained. I should’ve asked for clarification, but I’ll take that to myself. After check-in, as I was backing out of the truck, the customer service representative rushed over and apologized for not having cleaned the interior yet. It smelled of cigarettes and had debris inside. They also informed us that if anything was left behind, we’d incur a cleanup fee. I mentioned that I’d only be using the truck for a few hours, and she assured me that the price would remain the same regardless of the duration. However, if I didn’t return it within a specified timeframe, they’d charge me extra. So, I agreed to leave it for the whole day. I figured I could return it tomorrow since I work right next door. I had to be at work at 8:30 AM so I returned the truck around 8:10 AM. Everything went smoothly. I placed the key in the dropbox and received my receipt an hour or two later. To my surprise, I was charged an after-service fee. I called the customer service number to seek an explanation. They explained that if I dropped the keys in the dropbox but didn’t complete the mobile checkout, they’d charge me for the service. That’s where I had to put my initials, which they claimed would hold me responsible. I’m certain I don’t recall her explaining that procedure to me. I know it’s her word against mine, but I wouldn’t have written this feedback if I wasn’t absolutely certain. I’ve never had any issues with renting trucks from U-Haul before. I always kept them clean, tidy, and filled the tank up. This extra $20 service charge put my account in the negative, and I’m not thrilled about it. For future reference, I hope these customer service representatives provide more detailed explanations about what we’re initialing.
NYMIRAH C
Somerset Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Princess Anne, MD 21853
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- 4.0 Average Customer Rating
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The truck did not have a ramp, the check engine light was on, the driver arm rest was bent. This truck was picked up and I had to return it within two hours and could not complete my move and had to get another truck and still got charged full price.
Matthew JThey even called to assist in making sure I knew where it was best to park the truck on return.
Rodger SMy experience was great
JASON PThe attendant on duty i was displeased. From the time I walked in she tried to wait o. Another customer that walked in moments after me... and from there her service was awful..couldn't ask a question without her getting smart...then locked the door when she seen me walking to the building..awful
TISHA B