I want to start by saying that Mike Howell was very welcoming and professional. Even though he was clearly busy when my wife and I arrived to return the truck, he acknowledged us right away and made us feel that we would be helped as soon as he could. He took the time to inspect the U-Haul thoroughly and explained everything clearly throughout the return process. Unfortunately, during the inspection, Mike noticed a section on the upper-right exterior of the truck that had been repaired with duct tape. After checking the rental records, he informed me that the damage was not documented in the system. He explained that if the pickup location could not verify that the damage existed before my rental, I could potentially be held responsible for it. To be honest, hearing that completely caught me off guard. This was my first time renting a U-Haul, and I had trusted that the pickup location had already inspected the vehicle and documented any pre-existing damage before handing me the keys. My wife and I performed what we thought was a reasonable inspection by checking the tires, fuel level, and dashboard for warning lights, but we did not think to inspect every inch of the truck because we assumed the rental company had already done that. Looking back, I realize that I should have taken photos and videos of the entire vehicle before leaving the pickup location. That’s a lesson I won’t forget. At the same time, I also believe customers—especially first-time renters—should be able to rely on accurate documentation of obvious pre-existing damage. I want to emphasize that this situation was not caused by Mike. In fact, he handled the situation professionally and respectfully. He simply explained what he found and what the process would be. My concern is with the condition of the truck at pickup and the possibility that existing damage may not have been properly recorded before it was rented to me. I sincerely hope the pickup location confirms that the damage was already there so that this matter can be resolved fairly. Regardless of the outcome, this experience has taught me to always perform a complete walk-around inspection, take detailed photos and videos, and ensure every scratch, dent, or repair is documented before driving away. I hope sharing my experience helps other renters avoid finding themselves in the same stressful situation. While the return process and customer service from Mike were excellent, the uncertainty surrounding undocumented pre-existing damage made what should have been a simple rental a very stressful experience.
Lynel B
Southway Convenience
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Red Deer, AB T4E1B3
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Customer Reviews
- 5.0 Average Customer Rating
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Mike was fantastic
Cameron BMike is great. Goes over everything, so no guessing.
Todd WI have rented from other locations in the past but I will go out of my way to use this location. Amazing service!
Christopher NThis location is the best -I won’t rent anywhere else
Warren B