Hello, I am writing to report an issue I experienced with my recent truck rental pickup on April 26. My pickup location was changed from 3001 S Hardin Blvd to 9696 Virginia Pkwy, which was not a concern in itself. However, upon arrival, the mobile pickup system repeatedly indicated that we were at the wrong location, even though we were physically at the assigned address. We contacted customer service and were initially instructed to go to the back of the storage facility to retrieve the vehicle. Unfortunately, this was not possible, as the facility is gated and inaccessible without entry, and all available trucks were located in the front. After explaining the situation, we were transferred to a second representative. During that interaction, there was some confusion regarding the request for our “current location,” which led to a frustrating exchange. While the issue was eventually resolved and we were able to access the lockbox and retrieve the key, the process took approximately one hour instead of the expected five minutes. I also want to note that I experienced a similar issue at this location around the same time last year, which suggests this may be an ongoing problem with the mobile pickup system or location setup. I would appreciate it if this issue could be reviewed to prevent similar situations for other customers in the future. Additionally, given the delay and inconvenience, I would welcome any consideration for a partial refund or account credit. Thank you for your time and attention to this matter. Sincerely,
Maria C
Compass Self Storage
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in McKinney, TX 75071
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The guy working not sure if his name kept changing the originally contract to make it more than what I booked it for. Had to call U-Haul customer services not once for twice for them to fj ally do a pick up outside and j unlocked the the key box myself so I got the right amount that I originally booked it for.
HEATHER DGood service but short on requested equipment.
BRIAN CAgent told me any days truck wasn’t kept would be refunded and same with the insurance. When I dropped truck off I was told this wasn’t true and agent at destination literally got mad about me being lied to.
JACOB RTire had low pressure warning upon pickup. Warning came up three times after adding air per recommended psi during 150 miles of driving on highway. Back of driver compartment had dried leaves, almost thought it was pot.
Ed P