This was the absolute worst U-Haul experience I have ever had. U-Haul has always been a little bit unorganized every time I rented from them no matter what location this time was above All the worst I rented a U-Haul originally from a different location when I arrived at location one the U-Haul trailer was smaller than I had anticipated. I had my credit card number on file just to reserve the U-Haul and pay for it in location one since I did not need the trailer and location when I contacted U-Haul to see if I could pick up a larger trailer nearby and they had it available in location too. I asked them if I could use the credit card that was on file from location one to pay for it at location to this was not granted I was told I needed to bring the credit card with me or pay cash and since I had left it at home, I decided to pay cash at location too. I paid cash at location two and packed up my larger U-Haul trailer ready to leave on June 6 over the next week or so I needed to extend my U-Haul rental numerous times I went online to attempt to extend the rental and contacted the U-Haul company directly by telephone. I never received a response through telephone and I was unable to make the extension online anytime I tried. I tried messaging the company directly through your contact information online again with no avail. I was left every single time with no responses and unanswered questions. Every time letting them know I need to extend the rental couple days before my rental was due back. My alternator went in my vehicle. I called with no luck getting through them again I went online through the message board to explain my situation and ask that maybe roadside assistance could come and pick up the trailer from my location again my responses were left negative. I receive no response as to if they could help me out or nothing when I did manage to get my vehicle up and running and returned to the U-Haul to location. I was told that they were now charging me nearly $900 for an over 20 day rental when I simply rented it from 6 June till the 21st they charge my credit card multiple times which was unauthorized as it was only to be used to hold a trailer at location one not to be used to pay for any of the trailers. It was not even added by myself to the app which I used to reserve trailers previous they had no authorization to take any amount of money off of my credit card and they did so not once not twice but three times without contacting me for any credit card use. They also attempted on the day that I returned the trailer to remove funds from the credit card that they had on file that I did not authorize them to use and when it did not go through, I was told I would have to pay in cash, which I did not bring with me. There’s more to the story when I picked up the trailer from location to it was damaged and filthy. I’d cleaned it and I repaired it at my own time and cost and I was told that they would reimburse me and I would receive a phone call from the district manager within 3 to 5 days after reporting it, I’ve now returned the U-Haul and I still had no phone call from the district manager like I said I’ve now returned the unit after a couple weeks of using it with absolutely no communication on behalf of U-Haul or the representatives assisting me in any way shape or form they have however charge me for fees I did not accumulate and time I did not use the rental and again still nobody has been in contact with me. It’s now dropped off and I’m still waiting for reimbursement and contact however, apparently a letter has been sent out to my address asking for payment from them or going to forward to creditors. How very interesting yet nobody has taken the time to speak with me directly. They have my phone number they have my email address and I’ve been attempting to chat with them with no avail very disappointed would not recommend U-Haul any longer to anyone and will not be using them in the future, I do not recommend ever putting my credit card anywhere for them to use as like I said without permission, they deducted fees more than once maybe some real contact me now that I’ve left my feelings and the facts online, but I doubt It.
Jonelle S
Redwater Esso
(U-Haul Neighborhood Dealer)
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I called in for a trailer for availablity on thursday. I was told a trailers were available to rent from Edmonton to Regina. I had not purchased a car yet so i said i would book in the morning. I looked at the car at 930 pm and agreed to purchase the car. i tried to use the app shortly after. App said there was an error ans someone would call me before 10 am. I called in at 945 (as nobody called me) They told me there were no trailers in Edmonton to rent but if i waited another hour.someone would get back to me. I received a notic on the app that there was a trailer available at a location in edmonton at 12. I drove to that locaton. at 11. To receive a call from from uhaul the location will not release the trailer. But if i drove 45 miles north of edmonton i could pick up a trailer in Redwater. I picked up the trailer. I was also told i could return the trailer a day later. was not on the contract. This was a lot of extra stress in the stituation when i was in a city 8 hours away from my home. I was happy i was able to get a trailer. However i cant beleive there were no trailers to use in Edmonton. I was at 2 other locations and they had trailers sitting there.
KEVIN GI was left shoveling snow off the truck at least 2 ft deep in the hood to the top of the truck!!! It was not clean or warmed up for me. Was told I could drop it off at any location and the day of return was told I had to drive it back to Redwater because it was in my contract. There was less gas in it than they said ! Was a complete hassle and will never go back!!!!!!
Crystal SThe system was down at the location. the online system for uhaul completely sucks. My phone wasn’t in the correct area so couldn’t book it properly it took two hours and the lady working there even had a hard time with it. Less steps online. I booked it but it wasn’t reserved??? Stupid.
Nancy STrailer was missing lisc plate, and driver side latch pin for loading ramp was broken. strap was used to secure, was still good did what i needed with no issues but should be resolved. Notified staff of issues and we submitted these defects to u-haul on return staff was friendly
Dylan A