At the last minute, my pick-up location got changed to this place, 15 miles away from my reserved location. I called this location Thursday night to make sure the truck would be there and told them I would be in Friday morning at 8:30 to get it. She let me know then they did not have some of the moving equipment I had requested in my order. Friday morning, I called them again, to make sure the truck was truly there because this location was so far out of my way. The man didn't really know what I was talking about, could not confirm that it was a 26" truck (he said they had small and medium.) I confirmed again I'd be there in an hour. When I got there, the people had trouble finding my reservation in their system, none of the moving supplies were gathered, I went into the storage shed with them to get what they did have. Plus, I wanted to add another dozen padded protectors to my order, so we grabbed 4 packages, thinking 12 were in a package. But only six were so I ended up being short on what the movers needed. When the regional manager called initially on Wednesday night to let me know the pick up location changed, he said there would be a discount and miles shaved for the inconvenience. It took over 40 minutes to get the truck arranged, and because of the location change, I was already on a tight schedule to getting back to my desired location to meet the movers.I called the 1-800 number to confirm those discounts were applied to my bill. While each customer service rep was polite, they kept forwarding my call to different departments until I was directed back to the original 1-800 number. Why have a reservation system when nothing gets fulfilled? This is definitely the last time I use u-haul.
JOHN L
Country Stop
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Sugar Grove, IL 60554
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Other U-Haul Services
Customer Reviews
- 3.0 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Asked where to park vehicle — they told our team spot 14 — we put truck and trailer in that spot. We were charged a whole extra day because we did not disconnect the trailer. We were not asked nor told to do so. We were told to pull it into spot 14. Person working that night said they had no idea where to put any of it. Ask pickup location — we rent a lot from them — we always ask where to park the equipment and we always do so.
BENJAMIN MThis location was the third location I had traveled to to find the truck I had reserved, my tow dolly reservation could not be found by the worker, I received the wrong equipment (utility dolly) I got instead an appliance dolly with out a strap. There was one employee running a convenience store and handling rentals. In the end I got a truck but had to find a tow dolly the next day, putting my move a day behind.
TIMOTHY BThis location could use some better training of their staff. Both picking up and returning, the personnel had to call someone to know how to process my rental. It took up a lot of extra time on very busy, hectic day. The truck was perfect.
Bill CI reserved online. The gas station attendant called someone else on the phone and had me talk to them all over again. Could barely understand the thick accent. Took forever. Won't use this site again.
Jose I