Extremely Disappointed – Unsafe Equipment and Terrible Service I had a very frustrating and dangerous experience with your U-Haul location. The back lift door on the rental truck broke early in the day, making the truck unusable. As a result, we had to scramble and use our personal vehicles to make multiple trips — something we had rented the truck specifically to avoid. I called for service at 10:30 AM and was told a technician would arrive within 45 minutes. That estimate kept changing throughout the day — 30 minutes, then cancelled, then rescheduled — until someone finally arrived after 6 PM. Even then, they didn’t properly fix the door. Instead, they disconnected the cable and left the door in a condition that required three people to open and close it manually. It was dangerous and could have seriously injured or even killed someone if it had come crashing down. Because of this delay, I incurred two extra hours of overtime care for my elderly mother, who I couldn’t get home to in time. When I returned the truck and explained everything to your customer service, I requested a full refund — especially since I hadn’t even refueled the truck due to safety concerns, and needing to get home to my mother. The response? You didn’t see any of this as a problem. To make matters worse, I later received a call saying I wouldn’t get a full refund because I had used the truck “for part of the day.” That reasoning makes no sense. The equipment failed, the service was negligent, and my safety was put at risk. If my credit card refund is not for the full amount, I will be escalating this to a supervisor.
Shannon C
Safe Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Willis, TX 77318
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Customer Reviews
- 4.5 Average Customer Rating
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Friendly staff. Truck was clean & ran well Would recommend for sure.
MICHAEL CInstall cruise control on your vehicles
Barbara KNothing
Karan JNot much what your doing is A okey
EDWIN O