I am writing to express my frustration and disappointment regarding a recent experience with U-Haul and AGAWA Rentals LLC in Manistique, MI. I arrived at the Manistique location at the confirmed reservation time on Tuesday, July 22, 2025, to pick up the 15' moving truck I had reserved. Instead of receiving the truck as guaranteed, I was met at the door by the location owner, who informed me there was no truck available—stating it had not been returned. This was the first I had heard of any issue with the reservation. I did not receive any phone calls, voicemails, emails, or text messages notifying me of this problem. This lack of communication is unacceptable, especially considering the confirmation email I received on Saturday clearly stated that my truck was guaranteed for pickup at 8:00 AM on July 22, 2025. I drove 40 minutes to the Manistique location only to find out there was no truck waiting for me. For reference, here are the reservation details I received: Order Number: 83565745 Pickup Location: AGAWA RENTALS LLC, 430 DEER ST, Manistique, MI 49854 Phone: (906) 341-2240 "We have a 15' Moving Van reserved for you and guaranteed Tuesday, 7/22/2025 at 8:00 AM..." After this unexpected issue, U-Haul was eventually able to locate a truck for me in Rock, MI—an additional hour's drive each way. While I appreciate the effort to resolve the situation, this added significant inconvenience and stress to my moving day. Furthermore, when I called U-Haul customer service, I was told that multiple attempts were made to contact me about the issue. This is simply untrue. I have no record of any communication—no calls, voicemails, emails, or texts—from U-Haul regarding a problem with the reservation. I do, however, have the confirmation email guaranteeing the truck. The representative I spoke with either misled me or was misinformed, which only added to my frustration. The only positive aspect of this experience was the professionalism and kindness of the owner at the Rock location, who was extremely helpful and accommodating. While U-Haul did apply a discount to the rental and mileage rates, it does not fully compensate for the lack of communication, poor customer service, and the time and effort wasted. This experience negatively impacted my move and reflected a serious breakdown in integrity and reliability. I hope you take this feedback seriously and address the breakdown in both communication and accountability that occurred in this case. Sincerely, Mary Graves
MARY T
McFarland Miller Mart
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Rock, MI 49880
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Drop-off went without a hitch.
GEORGE TThe truck was clean in general. Except the driver and passenger floors were full of sand/dirt. Not a big deal to me. No floor mats to just pull out and dump "sand". Sand is an upper michigan form of dirt vs tipical black dirt. lol But truck was very clean. I believe it was the owner I talked with who took my driver's license info and credit card he was very kind and professional. There was a $50. savings offer he applied which was nice. He was very pleasant to work with. Thank you.
Roberta RHave all equipment present ordered. Had to wait over 45 minutes to get checked in and ready to leave.
LORALEE EIf I lived closer to McFarland it would have been ok. But I reserved trailer way in advanced for a pick up in Escanaba mi. McFarland location is 40 minutes away But the trailer worked out just fine.
RORY S