This is my first bad review, and I believe this experience warrants it. Initially, we picked up our truck without issue and loaded my belongings into it without any trouble. However, the turn of events happened when we were on our way to our destination. We had to stop for gas as we had gotten the truck with only a quarter of a tank ( guess this is the new norm?), and when we went to start the truck after filling up, it wouldn't start at all. We then had to call the help line to have someone come out to fix the truck, which took 30 minutes just for the person to arrive. After "fixing" (which they thought was the battery, then a fuse, then they finally left it undiagnosed), we were able to get it back on the road. It made it to my destination, and we unloaded with no issues. However, once we tried to start it to return it to the drop-off location, it didn't start again. We once again called the help line (the representative was very nice, I do have to say); we had to wait 30 minutes for someone to come out to fix the truck again. This ended up not happening, and instead, they called to say that a tow truck was on the way. We had to then wait another 30 minutes because the first tow truck didn't get the notification. Once the tow truck arrived, the attendant was very nice and got it loaded on the tow truck quickly. The sales representative, when the truck broke down a second time, promised a callback from a manager to discuss our request for a refund; however, we have yet to get a call.
Kaitlin H
Marathon Gas
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Tracy, CA 95376
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Customer Reviews
- 3.5 Average Customer Rating
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THIS TRUCK WAS NOT DRIVABLE. IT SMELLED LIKE A BURNING BRAKE. I RETURNED AND WAS AFRAID TO DRIVE IT TO SAN FRANCISCO, AND I WAS SUPPOSED TO RECEIVE A CREDIT, BUT I SEE I WAS CHARGED. I TALKED TO CUSTOMER SUPPORT ON THE DAY OF THE RENTAL. SHE TOLD ME TO TELL THE RENTAL LOCATION TO ISSUE A REVERSE CHARGE AND THE LOCATION DID NOT DO THAT HE CHARGED ME. WHERE IS MY CREDIT?
Penny WExcellent and easy interaction @ place, Marathon Gas (Tracy, CA). Thank you! J.M.
Jacob MUpdate your system so customers can get a refund faster for fuel or?
David BThe employee was was professional, and thoughtful. I originally was going to rent for two hours, but he recommended renting until for two additional hours because it was the same cost. He told me that if I didn't bring it back within the two hours I would be charged for a full day. Luckily he told me that because I was about 20-30 mins over the two hours... if I ever need a U-Haul I will come this this location.
JoAnn W