I specifically chose this U-Haul location because it offered Mobile Pickup, expecting a quick and convenient process. Instead, what should have been a simple 9:00 a.m. pickup turned into a three-and-a-half-hour ordeal. I didn't receive my vehicle until approximately 12:30 p.m. I drove three hours to this location, only to find that U-Haul's system was down. I understand that technology can fail, but what was most disappointing was that there appeared to be no backup process. The employee at the store repeatedly told me there was nothing he could do and offered no solutions. In the end, I had to spend my own time calling U-Haul customer service and working through the issue myself over the phone. Had I not taken the initiative, I have no confidence that the situation would have been resolved in a reasonable amount of time. For a company the size of U-Haul, it's hard to understand why a system outage completely brings operations to a halt. There should be a contingency plan so customers aren't left waiting for hours because an app or computer system isn't working. After driving three hours and then waiting another three and a half hours just to pick up a reserved vehicle, my entire day was disrupted. The purpose of Mobile Pickup is convenience, but this experience was anything but convenient. I hope U-Haul reviews both its technology and its customer service procedures. When systems fail, customers need employees who are empowered to help—not simply told that nothing can be done.
Amy H
Tiger Liquor
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Smithville, TX 78957
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Customer Reviews
- 3.5 Average Customer Rating
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It took 1.5 hours just to complete my pick up. Was offered a one-way or round trip rental. Selected one-way. Never told that truck would have to be returned to rental location only. Had to drive back to rental location which cost additional mileage. Put gas in truck prior to return and was still charged an additional $8 for gas. Advertisement is that Uhaul rentals can be returned to ANY location. Never told anything different by person that rented me the truck. I will NEVER use Uhaul again. Feel like I was completed scammed and it cost me double what I had planned on spending.
Carrie HExelente muy bien me gusto
Rudy SEverything went well.
KARON WQuit scamming your customers on failure to check the box on drop off locations and scamming the customer out of 66 dollars if the vendor on purpose was told by his boss to alter the contract in the vendors favor...I specifically told this Iranian i would drop the trailer off in my home town...vendor did and does this on purpose for a extra few dollars. High jack the contract on purpose...Barefoot a good friend of mine who has a vendor with U-Haul in Dime Box Tx told me that Tiger Liquor store also a u-haul vendor does this illegal act to make extra money...it's a scam....Barefoot also told me that this is not the first time this incident has happened. Many times by Tiger Liquor has profited off this scam...
CHARLES K