I was about 15-20 minutes late for my scheduled pick-up time. The person delivering the van to the gas station where I'd scheduled pick-up had left by then. Understandable. The attendant at the station was not prepared to complete the hand-off of the van key to me. He did not have my name or clear instructions on the hand-off. He was not comfortable giving me the key to the van despite my showing him the reservation#, details, and my ID. He insisted he had to confirm with someone at Uhaul and that person was not available. He would call and get put on hold. I called Uhaul and got put on hold. I called again and had to work through multiple answers into an auto answering system. I finally reached a human at Uhaul, explained the situation and she confirmed my reservation and key transfer, but the attendant would not deliver the key. The attendant spoke with the Uhaul lady on my phone, but still did not deliver the key. His computer/phone system was not working properly, yet he insisted that he had to use it to confirm key transfer. After several calls and him re-trying his faulty system and phone calls, he did deliver the van key. This difficult process that took ~30 minutes, needs to be corrected. Make sure your pick-up facilities are up and running at sufficient capacity to handle late arrivals quickly. Or have a back-up system that can facilitate key delivery efficiently.
NEIL O
Hampshire BP
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Silver Spring, MD 20903
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 3.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Thank you :)!!
Susan GWe found the truck a little dirty, and all the other things was good
Oscar CThe initial rental photo function on the app didn't work even after multiple attempts. Only one photo seemed to upload correctly which was a concern bec. there was damage on the truck before i rented it. I had to go to the attendant and show him the damage before i rented the truck. This delayed the pickup process and it would have been easier if i just did the traditional human rental process. :(
Brian LThe trolleys were not in vehicle and the reserved blankets were not available at the site. The manager on duty that day was awesome and very helpful walking me through the app pickup!
John W