U-Haul Mobile Pickup Experience – Extremely Frustrating and Disappointing My entire experience renting a U-Haul truck through the mobile app was a nightmare. What should have been a simple and convenient process turned into an extremely frustrating experience that delayed my trip by more than an hour and a half. I needed to pick up my truck at 6:45 a.m. using U-Haul's mobile app. My original reservation was made at Midgard, but U-Haul changed my pickup location to Browns Funeral, 101 E. North 2nd Street, Seneca, SC. To avoid any problems, I called Browns Funeral on Wednesday the 27th and specifically confirmed that the truck would be available and properly set up for early morning pickup through the mobile app. I was assured everything was ready. Unfortunately, that was not the case. When I arrived at Browns Funeral at 6:45 a.m., the truck had not been set up for mobile pickup. I called U-Haul's customer service number and was told that the location had failed to complete the necessary setup. As a result, U-Haul moved my reservation back to Midgard, my original pickup location. When I arrived at Midgard, I encountered even more problems because the mobile app was not functioning correctly. Once again, I had to call customer service for assistance. Thankfully, the representative I spoke with was extremely helpful and worked with me to finally get the truck. By the time I was able to get the truck, my trip had been delayed by more than 90 minutes. I had people waiting for me to arrive with the truck, and the delay disrupted everyone's schedule. What makes this experience especially frustrating is that I had taken the time to call ahead and confirm everything was ready. I did my part to make sure the pickup would go smoothly, but U-Haul failed to deliver on what had been promised. I also experienced problems with the mobile app before pickup. I was unable to upload my facial photo and driver's license ahead of time, which should be a basic and reliable part of the process. The concept of mobile pickup is excellent, but the execution was terrible. If U-Haul is going to promote this service as a convenient way to rent a truck outside normal business hours, the company needs to make sure the app works properly and that its rental locations complete the necessary setup. Customers should not have to drive between locations, repeatedly call customer service, and lose valuable time because U-Haul's systems and procedures are not working. I appreciate the customer service representative who helped me finally get the truck, but that does not excuse the overall experience. U-Haul needs to take responsibility for these failures, correct the problems with its mobile app, and ensure that customers receive the service they reserved and were promised. Given the unnecessary delays, inconvenience, and disruption to my schedule, I believe a discount on my rental is warranted. I am requesting that U-Haul provide a reasonable discount as an acknowledgment of the poor service and inconvenience I experienced. This was an unacceptable rental experience that could have been avoided with better communication, proper preparation, and a mobile app that actually works as advertised. I hope U-Haul takes this complaint seriously, addresses these problems, and makes a reasonable effort to compensate me for the inconvenience. I expected a much better experience from U-Haul, and unfortunately, this rental fell far short of those expectations.
Clarence R
Midgard Seneca Greenleaf
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkThere was no obvious place to leave the truck nor the keys.
Savannah VWe ordered moving blankets and a dolly, which were not available when truck picked up. Now we have damaged furniture, since movers didn‘t have blankets to wrap with. And we were charged for the blankets and dolly.
Jesse LFirst time renting any many years so I was unfamiliar with the process. Very different from what I remember but easy learning experience.
Lynton PWhen in-person is requested, have a person there, not a virtual person on a screen, or at least, tell the customer they will receive virtual assistance only. Also, it would help to put a picture of where the truck model number is on the pickup instructions. Oh, and don't hang up on a customer without calling back.
Ashley H