This location was great! They were friendly courteous and went even called another location about drop off for us. But they didn’t have the dolly and furniture cart that had been reserved previously. I had purposely went to the main location on forest hills rd to finish the reservation because I had questions. The rep was overwhelmed and unknowledgeable. I asked if you have to drop off at a specific location. She said yes. I found out later you can call U-Haul later to tell them. I asked about tolls , she didn’t know. I wanted insurance but she couldn’t figure out how to put it on. We finished reservation and she told me someone from U-Haul would call they didn’t. She at no time told me that the truck wasn’t secured because there weren’t any at that location. I found out by looking at it on app. I’m the one who secured it. Then we go to pick it up no dolly or furniture cart. Then waste an hour of our time driving to main location along with wasting miles on truck to get dolly and cart. Which they didn’t have dolly either! We end up getting an appliance dolly which cost more. You would think that they would say sorry or try to compensate with free appliance dolly no they charged me more. We ask about lock for truck if a school locker master lock would work. They said absolutely. Guess what after loading all day til dark we went to put lock on and it doesn’t fit. Your location was closed hardware store closed so I went to Walmart. By chance they had one that barely fit. I can understand new employees but this is ridiculous. I would love a call back with explanations on how a company doesn’t have equipment or trucks when making reservations. The worst is I have to trust your company again oct 10th for another rental. I wish there was another choice.
Lara S
Merced Auto Accessories
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Rockford, IL 61108
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