I recently rented a trailer from one of your gas station partner locations. Unfortunately, the experience raised several serious safety and quality concerns. When I arrived, there was no U-Haul attendant present. The gas station employee simply pointed to the trailer after completing the paperwork. While he did make an effort to help after I asked, communication was difficult due to a language barrier. The trailer itself was in poor condition: • The wiring harness was missing an extension cable, limiting turning clearance. • The safety chain connector was damaged, which I was later told made the trailer unsafe and unfit for rental. Because of these issues, I was concerned enough to stop at another U-Haul location to confirm the trailer was properly attached. The staff there confirmed it was connected correctly, but when I asked about swapping for a newer trailer on site, I was told the paperwork would take too long to process. Ultimately, when I dropped the trailer off after my move, I was told it never should have been rented in the first place. This situation could have easily resulted in an accident. I strongly recommend that U-Haul improve quality control and training at partner locations. Customers should not be left to guess whether equipment is safe, and trailers in disrepair should never be rented. Better staffing, inspection protocols, and accountability could prevent unsafe situations like this in the future.
Craig C
King Gas Express
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Tonawanda, NY 14150
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Customer Reviews
- 4.0 Average Customer Rating
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Best U-Haul I’ve rented!
Thomas SThe U-Haul itself was disgusting. There was a bunch of pet here all over the seats all inside. It was not clean and I hope they do not charge me for that.
DEWANDA LNeeds to be more interaction with customer , basically heres the keys and walked away . Needed to get gas before I left truck had 1/4 tank .
Michael GThis was a very low-key location tgat appeared to be basically a drop-off point rather than a full service uhaul. The staff - young man - was very appropriate and cordial as well. I appreciate the easy drop off process. Low hassle situation. I had the truck clean and ready; fueled up and it was all no big deal. -This is a Convenience store location.
Joel H