For starters, HOW ABOUT CHECKING THAT THE TRAILER LIGHTS ARE IN GOOD OPERATING & WORKING ORDER!!! The trailer reserved for me had a non-operative turn signal/brake light (right side) and I wasn't about to tow this trailer on a 535 mile trip back to Manchester NH with a non-working signal/brake light..... The Gas Valley Mart had no means to correct the problem neither could your other U-Haul location on Tasker Rd, in Stephens City VA. Very pathetic! The fix required Roadside Assistance, All Out Auto Recovery LLC, who expertly and efficiently corrected the problem, determined to be a broken wire located at the 4-prong plug. In addition to the electrical issue, the clerk hadn't provided the (12) moving blankets that I had paid for, requiring a 2nd trip to procure the blankets. I was not happy! Incompetence at its best!!!
BRICE R
Valley Gas Mart
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Winchester, VA 22602
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- 3.5 Average Customer Rating
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The customer service experience when procuring this 10ft truck was ABSURD. I originally scheduled an I town pick up and drop off in Woodstock. I was called and told the truck wasn’t in Woodstock and that I had to go to Winchester to pick it up. Okay, that’s fine. No one told me I would also have to go back to Winchester to drop it off. When I scheduled the pick up/drop off in Woodstock, it was because I live close to Woodstock. U-Haul customer service did not communicate this at all then when I called to complete the drop off in Woodstock (as that’s what I’d originally scheduled) they said, no it needs to go to Winchester. And argued with me. Even though they said themselves they saw I’d scheduled originally for Woodstock. If I didn’t return it to Winchester versus Woodstock I’d be charged between $300-1000 for wrong drop off fee. I will NEVER use U-Haul again based on this horrible customer service. I’ve used the Woodstock location several times and never once had an issue. Based on this experience, I’ll be sure to share my negative experience and try to prevent this happening to someone else after spending more than $300 on the truck rental. Unreal.
Stasha FThe counter people had a very hard time finishing my reservation and getting me on the road, it took 30 minutes, to be fair, it seemed like they were having computer issues. But, when you are moving 30 minutes means a lot. I’m also very frustrated that my online reservation was accepted at a location that was near by and I was transferred to another location that had the truck in stock. I know it must be challenging to manage a huge fleet of trucks all over the country, but couldn’t your inventory management system tell me that truck wasn’t going to be available at that location?? I don’t believe that location ever has that size truck. The result is that I had to pay additional gas and mileage and my drive took longer and the location that was chosen for me was not set up for an easy transaction. It cost me an hour all told and that’s an hour of babysitter, mover help, extra gas, extra mileage, etc….. when I called customer service I was told “there was no guarantee sir, so nothing we can do about it”. That’s the wrong answer, sorry. Very disappointed.
Kyle SVery helpful with drop off.
EDWARD KNot scam people out of milage just for more money. Took a picture before and after and they just saying they can't do anything about it
heather h