THIS REVIEW DOES NOT REFLECT THIS LOCATION - THE PERSON AT THIS LOCATION WAS VERY HELPFUL. The U-Haul experience was horrible. Here's my reservation: "Order Summary A local U-Haul representative will call you before 5pm on 8/1/2024 to get your agreement on and schedule available location, time, and equipment. Rental Equipment Reservation #: XXXXXXXXXXX Requested Pick Up Location: U-Haul Moving & Storage of Broadway Plaza 34 Broadway Malden, MA 02148 Pick Up Date: Friday, August 2, 2024 at 12:00 PM Drop Off Location: U-Haul Moving & Storage of Park Slope 394 4th Ave Park Slope, NY 11215 Drop Off Date: Sunday, August 4, 2024 Equipment: 9' Cargo Van • A major credit card or debit card with a major credit card logo is required at time of pick up for all Cargo Van and Pickup Truck rentals. If, for any reason, you need to make changes or cancel this reservation, please visit your account at uhaul.com by Thursday, August 1, 2024. " Pretty straightforward - I reserved a cargo van to move from the Boston area to Brooklyn, NY. A one-way rental - pick up the van in Malden, MA, drop off in Brooklyn, NY. The reservation was for a flat rate of $ 280.00. The night before I get a call from U-Haul, as stated in the reservation, to confirm. "We don't have any cargo vans, we'll upgrade you to a 10' truck." I told her I didn't want a truck - NY has restrictions on driving trucks on many roads, and I also didn't need a truck. She told me that's all they had available, I agreed to change my reservation to a truck. I arrive to pick up the truck at 12:15. "We don't have any trucks to fill your reservation" the guy at the counter tells me, "the last one went out at 10 am." Any vans I ask? "Yes, but not for one way rentals." Ok, can anyone approve a one way rental I ask. His supervision steps in - "only corporate can approve one way rentals" I ask him why there isn't a truck available to fill my reservation. "You arrived late" he tells me. I tell him that I arrived at 12:15 for a 12:00 reservation. "Yes, that's late" he tells me. I ask him how long they hold a reservation. "They aren't really reservations, we fill orders as people come in." So my reservation isn't really a reservation? "Correct, we don't actually hold anything for reservations." I call corporate while I'm at the store. I explain everything to the customer service person - I get transferred. I explain everything to the next person - I get transferred. I explain everything to the third person - she's speaking to her supervisor in the background. " I can't put you in a van in the location you're at. There's another location that has a van, they're a mile away. We can fill your reservation there." Great. I confirm with her that I can now get the van I wanted, for a one way rental. "Yes". I get to the second location in 10 minutes. "There aren't any vans here, only a 10' truck." They just told me you have a van. "No, haven't had one here all day." I take the truck. I call customer service again while I'm driving the truck home to pick up my stuff. I explain the whole story - the customer service person tells me they don't rent vans for one way rentals I tell her that's what my reservation was - "we don't rent vans for one way rentals" she tells me again. She transfers me to another rep. Repeat the whole story. She searches the area, finds two locations each 2 hours away - "they have vans, but you'd need to return the truck to the same location, then go pick up the van at the new location." I tell her that's not feasible, I'll just keep the truck. She apologizes - "I'm sorry for all of the inconveniences, I'll add 100 miles to your rental." I pause - what are you talking about, I ask, my rental was for a fixed rate from Boston to NY? " The fixed rate is calculated based on the miles from the pick up location to the drop off location, miles beyond that are charged"? So the fixed rate on my reservation isn't really a fixed rate? "Only if you stay within the calculated miles." How am I supposed to pick up a rental and only drive from the pick up location to drop off location - I need to drive home, load the rental with my stuff, then drive to my destination, I tell her. "Sorry, that's not how the rate is calculated." Best part of this fiasco - the truck had a usb plug to charge my phone.
Joel M
Friendly Fuel
(U-Haul Neighborhood Dealer)
Services dans cet établissement :
One-Way and In-Town® Rentals in Malden, MA 02148
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I like the services
Atudert MAll the workers were so helpful!
Gabriella PI was quoted $49.77 with estimated taxes included when i made the reservation online, when i got there, they told me the price was $75.15. That is completely unacceptable. I'll not rent anything else at uhaul anymore and I may report you to the Mass Attorney General and the Office of Consumer Affairs and Business Regulation.
Jose Dthanks for the great service!
Dianne S