I had two rentals within a few days of each other. First rental: I called the pick up location to reserve the truck. I informed him very clearly that the absolute soonest I'd be able to pick up the truck would be that Friday night at 5:30. The guy I spoke with took down my information and sent me a confirmation email. The confirmation email indicated a pick up time of 5pm. I questioned that with him and he said that it didn't matter what the pick up time was, as I would be picking up the truck after hours and would simply use the U-Haul app to get the key from the lock box and my pick up time would start once I take the key out. I show up at 5:33 to pick up the truck that Friday. The store is closed and I start to use the app to pick up the truck. I go through all the steps and when I get to the option to "pick up" I can't get any further. I try going through my email confirmation link and using the web browser, in case there is an issue with the app, and still, can't get past the "pick up" button part. I call U-Haul customer service and am transferred to someone that said that the reason I couldn't get any further is because the system is recognizing that I am "late" to pick up the rental. He states that he was going to change the rental time to 6:30pm and then have me try again. Still the same situation: it takes all my information, but I can't get past the "pick up" button to move forward. The U-Haul customer service person then says that the issue is that they rented me a truck that isn't allowed to be rented for after hours pick up and that was the reason this was happening. He said that my only option was to come back the next day at 8am when the store opens to rent the truck in person. I was less than thrilled, as I needed and had planned for that time Friday evening/Saturday morning to pack the vehicle and make a few trips back and forth to unload. I went back the next morning and rented the vehicle in person. The key was inside the store, so even if the app did work the night before, there would have been no key in the outside lock box for me. This was quite frustrating. Second rental: I called to inform them of what had happened the first time and to ensure that the truck I was renting to be picked up on Monday night would be able to be picked up at 5:30pm. I was assured that it would be. I arrived to pick up the truck. The person at the store did not know how to do U-Haul rentals, so gave me her phone and had me FaceTime the person who runs the U-Haul rentals for that store to walk me through it. The app, again, was not working and I couldn't get past the "pick up" screen via the app or the web browser. She indicated that she placed the key in the outside lock box earlier, as she knew I'd be coming by. We verified that the code was correct, but the lock would not unlock. We had to get a cup of boiling water from inside to pour over the lock to try to open it. After about 5 minutes of trying between myself and the convenience store person working, we were finally able to get it open. I was unable to use the app still, and the convenience store worker inside did not know how to rent U-Hauls, I had to give my personal payment information over FaceTime to a random lady in her car with her children so that I could leave with the truck I was renting. I had no other option for the timing of this move, so I had to, but that was extremely unsettling and not at all how this process should have gone. After having to pour hot water over the lift gate several times to unfreeze the truck, I was able to load the truck and use it as planned. I returned the truck and was asked how my experience went. I told the person working at the store about both situations and she apologized. I was refunded some money for the second rental due to my troubles. Overall, this was a terrible first experience renting with U-Haul, and I will likely not do it again unless it's a last resort. This process caused an already extremely stressful moving situation to be even more stressful and time crunched than it had to be. The people I encountered, aside from the initial person on the phone taking my reservations, were all kind and pleasant, but the process did not work and very few people actually knew how to rent out the truck, which is not helpful.
Brooke G
Mobil Gas And Storage
(U-Haul Neighborhood Dealer)
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Trailer was full of snow.
DEAN SThe manager was very personable and went out of her way to meet our needs. She went above and beyond to accommodate our request. I would highly recommend their services.
KEVIN SThe attendant was very kind and knowledgeable-even made sure to point out a button that would make the truck run more efficiently if pushed.
EMILY HCouldn't have been better. The clerk very helpful. She is a good ambassador for the business.
TERRY N