Reservation was made 11/2/26 for pickup of the 5x9 ramp utility trailer at the Florence Blvd, Florence, AL location via mobile app. The date reserved 11/14/26 indicated that the trailer would be available. However; on the day before the pickup, received a call that the trailer was unavailable at the Florence U-Haul location and that I would need to pickup at a different location. I inquired that since it was a U-Haul error, if the trailer could not be transported to the location that I had made the reservation at. I was told that “That is not how we do business.” The representative then made the pickup location change. I then stated that U-Haul was not focused on good customer service and that I would not leave a positive review. The U-Haul representative then hung up on me. At the location that had been changed, the employee was more focused on assisting customers in his pawn shop than helping me hook up the trailer and making sure that everything was safe and secure. In contrast, at the drop off location, the U-Haul employee was very courteous and helpful.
David F
Shock Wave Gun & Pawn LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Rogersville, AL 35652
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How U-Haul Reviews WorkI had a reservation in Florence but when I got there was told local only not one way so had to drive 40 miles to Rogersville. Should have been told this when I made reservations
Doug SEverything seemed ok
Jay CAlthough the drop off was an awesome experience, it was a bit out of my way and created a timing situation that was unforeseen and not part of my rental contract. The contracted drop off point was Elk River Storage, they notified me only a couple hours before my 24 hour drop off time to inform me that they do not accept trailers and that I would have to drop it off elsewhere!!!! Totally unacceptable.
Jeremy OThe truck was ready and well maintained.
SCOTT P