The problem is when a customer books it online and enters a starting location and ending location, U-Haul doesn’t take that into consideration. Let me explain. I had a starting point in Stockton, Ca. and specifically selected the Tam O Shanter U-Haul pickup. I then selected a drop off in Truckee, Ca. Your system didn’t prompt me at all stating that the equipment that I selected wasn’t available at the pick up location. Instead, it proceeded with the booking process. I later found out that I was assigned a pick up location completely across town in a less than par neighborhood. I called to see if there was additional pick up options to rudely be told, nope! During that phone call I ask where the drop off location was designated? Again rudely told, “ah sir we can’t provide that information until the unit is dispatched.” I asked, “how is that giving a customer options to make a strategic and time efficient decision and plan their route accordingly?” The customer service agent had zero sympathy, and essentially said sorry about it! I then asked, “so your saying I have to drive across town, pick up and pay for the unit, and then call back and ask where my drop off is?” Agent, “yes.” So I drove across town paid for the unit left and then called the 800 number back to be told the closest down off location was in Reno, NV. I told the agent this wasn’t going to work as Reno is an hour away from my original drop off location. I explained to agent that I no longer wanted to continue with the rental and she said no problem but you can’t drop off the trailer at the Tam O Shanter U-Haul location you have to go back across town where you picked it up. Extremely frustrating at this point I asked to speak to a manager, which of course there was not one to talk to. The agent said my only option was to return it to the original pick up location or be charged for the full rental. She said that was my only option and had no other remedies to offer. I hung up called back to the dispute center to be told the exact same thing. However, the dispute center did transfer me to a dispatcher to assist with looking for a closer drop off location. The dispatcher was able to find a drop off location in Incline Village, NV which was 5 minutes away from my destination. Cool problem solved, NOPE!! The next day (Saturday) we moved our belongings emptied the trailer and were ready to drop off the trailer, to find out the Incline Village, NV drop off doesn’t open until Monday!! Great work U-Haul you FAILED AGAIN!! I then called the 800 number back to get the same non energetic, non helpful, rude agent. I explained that the drop off location wasn’t open until Monday. You guessed it right, my ONLY drop off location available was Reno, NV and hour away!! U-Haul you miserably FAILED on multiple opportunities and gave a paying customer ZERO options! I will NEVER rent from U-Haul again, I will pay more with another company instead, to receive the service a customer deserves. Lastly, I expect a response back as I would like to dispute my complete rental!
RICKY P
Golden Gate Auto Sales
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Stockton, CA 95205
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