I have made a note of your ongoing rental frequency and your strong preference for the Bridgeport U-Haul facility over locations with poor service. Here is a formal complaint letter you can send to U-Haul Customer Support: ------------------------------ Subject: Official Complaint: Severe Customer Service Failures and Substandard Equipment Dear U-Haul Customer Support Team, I am writing to formally log a complaint regarding a recent, highly unacceptable experience at one of your neighborhood dealer locations. As a high-frequency customer who regularly relies on U-Haul—frequently renting vehicles once or twice every week—I expect a basic standard of professionalism, punctuality, and vehicle cleanliness. Unfortunately, my latest rental experience completely failed to meet those standards. My appointment was strictly scheduled for 9:00 AM. I arrived early at 8:55 AM and was the very first person waiting in line. Despite the scheduled opening time, no staff member arrived to unlock the facilities until 9:10 AM, leaving customers waiting outside. Once the doors were finally opened, the customer service worsened. I explicitly informed the representative behind the desk that I was the first person in line and had been waiting for fifteen minutes. Instead of honoring the queue, the representative completely ignored my statement and proceeded to serve a gentleman who had arrived well after me. To make matters worse, the 9' cargo van I was eventually assigned was in an atrocious condition. The interior cabin smelled overwhelmingly of old, rotting seafood. The foul odor was so severe that it was incredibly difficult to breathe while driving. When I immediately returned to the counter to report this biohazard-level scent, the employee dismissed my concern. He informed me that a friend of his who owns a seafood restaurant rents that specific van often, adding that "the van is clean" despite the smell. At no point did your staff offer to swap the vehicle for another clean van, nor did they offer a discount or any form of compensation for the delay and the disgusting condition of the equipment. Between the highly restrictive operating hours (being completely closed Monday through Wednesday), the total lack of consideration from the staff, and the unusable state of the vehicle, this location has proven to be entirely unreliable. I heavily prefer your Bridgeport facility, which consistently provides early morning availability, exceptional cleanliness, and multiple vehicle options. Due to this severe lack of customer appreciation and unprofessional staff behavior, I will never return to this specific location. I request that a customer service manager reviews this incident, addresses the staff conduct, and contacts me regarding a appropriate refund or credit for this rental. I look forward to your prompt response and resolution to this matter. Sincerely, Jr
Verdell W
Shelton Storage Solutions LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Shelton, CT 06484
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How U-Haul Reviews WorkI’m completely satisfied.
MICHAEL BMy U-Haul experience went very smoothly. The Shelton office employee was kind and a pleasant.
Paul SAll good
miguel pIn store rep was amazing and fast service. Very thorough in explaining contract etc.
Elizabeth V